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My son was locked out of his Microsoft XBox account for “suspicious activity” toward the end of 2023, and I have since been trying to get the account reactivated.
I went through the process of working with CDOC Case Management (who only reached out to me after I posted a complaint on another website, pissedconsumer.com, as my many requests through the official support portal on their website were ignored) and, after providing the representative with a 60 page document providing extensive evidence of ownership of the account, I was informed that they were satisfied that I had successfully demonstrated ownership of the account and, as such, the account was now unlocked.
Elated, I immediately tried to login to the account only to find that I was still unable to do so. I contacted the representative to inform her of the situation, and she sent me back through the same process that I had just gone through. I pointed out that I had just gone through that system, and that it was that system that had led me to my communications with her, and she simply redirected me back to the beginning yet again.
I requested a phone call, and she responded to say that a phone call would be possible (her exact words were as follows: “We can arrange a phone call if you want”). When I responded to accept her offer of a call, she responded with an email stating that my case is now closed and that I would need to restart the process to get any additional help.
I have since emailed her three times pointing out 1) that I have already gone through that process with her, and 2) that she offered me a phone call in the email right before the one in which she stated that the case was closed and no further help is available. I have not received a response to any of those messages. I need help with this issue. I am beyond frustrated with what has been an unnecessarily long, complex, and burdensome process.
In total, I have lost approximately $4000.
On the chance that Microsoft looks at these reviews (a chance that I believe is quite high as the company has only every reached out to me in response to unfavorable reviews I have posted online), I have added the relevant case information should they decide to reach out to me:
Microsoft Case Information Numbers:
Service Request #: [protected]
SIR19276734
Claimed loss: $4000
Desired outcome: Restoration of account (as promised by CDOC)
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Sounds like Microsoft decided to play an endless loop instead of fixing the problem. Could've been worse — you could've been locked out without any response at all. With $4,000 on the line, persistence is clearly your strong suit. Maybe they’ll finally realize that offering help should mean more than just sending you back to square one.