Help logging back into my Xbox gamertag

[FiB3R]

https://twitter.com/XboxP3

[+Audioboxer Subscriber²]

4 minutes ago, FiB3R said:

https://twitter.com/XboxP3

Sadly I doubt spamming Phil will do much. However if I don't get a response within 24 hours to my latest email I'll be sure to let him know how balls his Xbox CS support team have been. Yes security is important, but common sense should prevail.

 

By the way if anyone knows a way to get the UK support on the phone I'd appreciate it.

[dipsylalapo Supervisor]

Just reading through this and from what I understand, your old GT is linked to an old Hotmail account which you no longer have access too. So you're not able to access your GT. 

 

I can't see it in previous posts, but wouldn't the obvious thing be to just reset the password on the email account. I thought that your GT was protected by your email address and password.

[+Audioboxer Subscriber²]

5 minutes ago, dipsylalapo said:

Just reading through this and from what I understand, your old GT is linked to an old Hotmail account which you no longer have access too. So you're not able to access your GT. 

 

I can't see it in previous posts, but wouldn't the obvious thing be to just reset the password on the email account. I thought that your GT was protected by your email address and password.

I can't reset the password as the security question suggests a compromise. It is something I'd never set it as (or if I did I've done it 14 years ago when the hotmail account was created). Regardless submitting reset forms and contacting CS has led me to where I am. The automated reset form kept rejecting my requests. The one where it asks about 10 questions. Some of the things it wants answers to either cannot be remembered (old card digits / email titles sent when I haven't sent in email since like 2004), or can be remembered (name/DOB/address) but obviously aren't a great enough overall sum for the automated system to grant approval.

 

Either way a damn driving license should be enough to show I am who I say I am. A human, supposedly an escalation specialist, made a decision on that.

[dipsylalapo Supervisor]

1 minute ago, Audioboxer said:

I can't reset the password as the security question suggests a compromise. It is something I'd never set it as. Regardless submitting reset forms and contacting CS has led me to where I am. The automated reset form kept rejecting my requests. The one where it asks about 10 questions. Some of the things it wants answers to either cannot be remembered (old card digits / email titles sent when I haven't sent in email since like 2004), or can be remembered but obviously aren't a great enough overall sum for the automated system to grant approval.

Ah I see. I had the same issue with my father's Google account and almost gave up (nothing really important in there) until he suddenly remembered what it was. 

 

Hopefully not a lost cause and you'll get it sorted eventually. 

[FiB3R]

http://ceoemail.com/s.php?id=l-9613

 

Not sure if that's any good, and you may just get transfered anyway.

[President Devil]

https://www.neogaf.com/forum/showthread.php?t=1204300

Seriously...and the first post there nails it. This is your fault not the MS customer service.

Next time use a password manager or write it down somewhere.

[+Audioboxer Subscriber²]

1 hour ago, President Devil said:

https://www.neogaf.com/forum/showthread.php?t=1204300

Seriously...and the first post there nails it. This is your fault not the MS customer service.

Next time use a password manager or write it down somewhere.

Well duh, the original issue is my fault, but MS CS can use some common sense. Blizzard were happy to do it for me 

[MikeChipshop Member]

1 hour ago, President Devil said:

https://www.neogaf.com/forum/showthread.php?t=1204300

Seriously...and the first post there nails it. This is your fault not the MS customer service.

Next time use a password manager or write it down somewhere.

Don't recall AB ever stating anything different. The issue thus thread us about us customer service, as is always the case with these companies and their love if cheap offshore support 

[+Audioboxer Subscriber²]

Quote

 

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,

 

So the IP addresses I passed on may have checked out, but still not budging without a console ID. Consoles break and get sold MS, how is a console ID from 2009 more helpful to you than photographic evidence?

[+Audioboxer Subscriber²]

I've now forwarded on my bank statements of purchases between 2007 to 2008 on my account, with the amounts, dates and bank details. Probably should have done this earlier, but I had to dig them up. If these along with a photo ID get declined in favour of a console ID...

[+Audioboxer Subscriber²]

Quote

Hello ,
Unfortunately, I can only use the information I requested from you in my earlier email. I'm unable to use driver's license, bank cards or bank statements to validate you account. Thanks  
Sincerely,

So they now have name, address, driving license, bank cards, bank statements showing Xbox live purchases, bank account sort code and number, IP addresses and other information, but no, a console ID from a 2009 console I don't own anymore trumps all of that.

 

Terrible service.

[MikeChipshop Member]

1 minute ago, Audioboxer said:

So they now have name, address, driving license, bank cards, bank statements showing Xbox live purchases, IP addresses and other information, but no, a console ID from a 2009 console I don't own anymore trumps all of that.

 

Terrible service.

Total lack of common sense. I take it you're still dealing offshore?

[+Audioboxer Subscriber²]

3 minutes ago, MikeChipshop said:

Total lack of common sense. I take it you're still dealing offshore?

Considering the "resolution specialists" name I suspect so. I asked him how I can escalate further and he refused to answer.

[MikeChipshop Member]

Just now, Audioboxer said:

Considering the "resolution specialists" name I suspect so. I asked him how I can escalate further and he refused to answer.

I hate to say it, but throwing the toys out of the pram in this instance may well help. Get noisy on twitter, copy in Phil Spencer (or Kirsty  ) so on and so forth.

This isn;t an issue with the evidence you have, it's an issue with the support agent not being able to use that evidence whilst i fully imagine someone of a higher authority would be able to use common sense and get it done.

 

When will these companies realise that their support systems are usually the first way in which people interact with their company, and they need to be top notch?

[+Audioboxer Subscriber²]

2 minutes ago, MikeChipshop said:

I hate to say it, but throwing the toys out of the pram in this instance may well help. Get noisy on twitter, copy in Phil Spencer (or Kirsty  ) so on and so forth.

This isn;t an issue with the evidence you have, it's an issue with the support agent not being able to use that evidence whilst i fully imagine someone of a higher authority would be able to use common sense and get it done.

 

When will these companies realise that their support systems are usually the first way in which people interact with their company, and they need to be top notch?

I have been tweeting a lot. I'm not getting disrespectful and/or aggressive. Sure customers like that sometimes get their way, but it's not my style. I'll still make some damn noise though.

[MikeChipshop Member]

3 minutes ago, Audioboxer said:

I have been tweeting a lot. I'm not getting disrespectful and/or aggressive. Sure customers like that sometimes get their way, but it's not my style. I'll still make some damn noise though.

Yeah totally. No point being a dick about it, ever.

[SnoopZ]

55 minutes ago, Audioboxer said:

I have been tweeting a lot. I'm not getting disrespectful and/or aggressive. Sure customers like that sometimes get their way, but it's not my style. I'll still make some damn noise though.

I would Tweet Phil Spencer and Majornelson saying what info you have sent and asking if they can help.

[+Audioboxer Subscriber²]

5 minutes ago, SnoopZ said:

I would Tweet Phil Spencer and Majornelson saying what info you have sent and asking if they can help.

I have been Phil and XboxSupport. Phil hasn't replied at all, XboxSupport have been pretty useless. Trying to hunt down an email for some UK based support/department.

[+Audioboxer Subscriber²]

So I've finally been provided with where to write to, and yeah I know the address is online but I want to be able to say CS gave me this address directly

 

Quote

Microsoft Campus  
Thames Valley Park  
Reading  
Berkshire  
RG6 1WG  
UNITED KINGDOM 

Considering most companies have literally weeks to get back to you, I shall send something now in the predictable event I have to continue banging my head against the wall with an offshore "specialist". Absolutely no one including general customer service will allow me/tell me how to escalate further. Each person I've spoken to says this specialist is the best/only person I can speak to, and the specialist themselves keeps ignoring my request to be forwarded up higher than him.

 

When I call customer service/use chat I get put through to India or wherever, and I'm told my case is already open with a specialist and to continue there.

[1337ish]

On 04/04/2016 at 7:45 PM, Audioboxer said:

Well duh, the original issue is my fault, but MS CS can use some common sense. Blizzard were happy to do it for me 

Your blizzard account isnt an email address which when accessed would allow all manner of password resets across other accounts linked to that email address (such as your blizzard password). I can see why they dont want to reset access for that level.

Its unfortunate but I can see why they won't do it.

[+Audioboxer Subscriber²]

Someone else from the escalation team has now responded to me

 

Quote

Dear ,

My name is , I'm from Microsoft's Global Escalation Services. I'm reaching out to you today in response to your recent communications with our Twitter support. I was told you are trying to access an old account of yours and are unable to pass our account validation process.

 

I am very sorry for your current frustrations. Unfortunately after reviewing the case specifics and the information you've provided I am unable to make an exception to the messaging you were already provided. was correct in stating we do need your console ID from your Xbox 360 in order to have your password reset manually. If you can obtain this please let me know. Otherwise there is nothing that we can do.

 

Please let me know if there is anything else that I can help with. If not I will proceed with closing your case as resolved. I currently have your case set to close on the 8th. Once your case is closed it will end this email thread. For any future support please refer to www.Xbox.com or 1-800-4MY-XBOX. If you have any further issues pertaining to this one please email and reference service request.

 

Thank you !

Kind regards,

It's not in reference to the written complaint I've sent, as that was only sent today.

 

My response

 

Quote

 

Hi ,

Thank you for taking an interest and responding. I have sent a formal letter of complaint to Microsoft Headquarters in the UK via UK post this morning, so I shall wait to hear a reply. I would be happy if my case could remain open until I have heard a response to my letter.

 

While I understand the importance of security in our digital age, I find it completely unacceptable a company on the scale of Microsoft cannot find a way to work in a consumer market where products can be sold, or break, especially in this case considering we are going back to 2009. As a large seller of phones, laptops and home computers, I would like to think MS understand than technology moves at a fast pace, and most consumers do not hold onto or continue to use certain products longer than a few years.

 

I have had security related requests with other large corporations, and while only a few times in my presence online and with personal accounts, all have been able to sensibly review personal information provided and validate my identification.

 

Kind Regards,

 

 

[Vandalsquad]

Time to let it go...  Is there any reason you want the account instead of creating a new Audioboxer one? is there games linked to it? I have a 16 year old Hotmail I would love to get into but gave up on that a long time ago.

 

Spend the time and energy putting some hours into Forza / Sunset Overdrive / Tomb Raider / Halo instead 

[HawkMan]

On 04/04/2016 at 8:45 PM, Audioboxer said:

Well duh, the original issue is my fault, but MS CS can use some common sense. Blizzard were happy to do it for me 

That's because Blizzards locks accounts all the time for the silliest minor stuff, I have lost count of the amount of times I have had to unlock that damn account. If you travel between countries, expect to do it weekly...

 

 

Anyway, having just had my xbox account compromised through a password reset with someone buying a whole bunch of gift cards and now waiting on the escalation, I'm glad they have strict routines on their account resets, even if they're not perfect...

[Skiver Veteran]

That office is a 15 minute drive from me, want me to go have a word ¬_¬

 

I'd assume getting your GT actually has nothing to do with things like credit card details etc? Any such details would be tied with your Hotmail account that you're not really bothered about getting? Seems silly that they would be this protective over what is essentially GamerScore