Massive hacking issue - and microsoft security team do not reply to any email or phone call

Question

Hello,

we have a paid office 365 business license.
Our account is hacked and the hacker purchased some azure server and adding 6 license to it.
Our credit card from office 365 settings is used to pay this 6 license.

We phoned the data protection team from US and they told us: We will phone you in 60 minutes back. This was on monday. Nothing happend. We phoned them again and they tell us: Oh, sorry. We will phone you back in next 2 hours. Nobody called back.

Yesterday we start chatting with sale chat on website. They reply: My team leader will call you back - they calling me and put me in the same hotline. After 30 minutes the connection was closed: please write a ticket and the system hang up the phone.

But we can not write a ticket via our account, because we have no permission anymore to open tickets. The hacker removed our admin role. And we have no permission to create any support ticket.

So we calld them yesterday again:
Your system kicked us from the hotline after 30 minutes hanging in the line. They tells me: Oh, sorry.
Give me your number and someone will call you back.

One day later: nobody called back.

We phoned the german support hotline.
Totaly we wait 189 minutes (4 calls) without any agent on the phone.

The FAQ links and help files about hacked office 365 accounts do not help in this case. Because all tells us:
go to your account and create a ticket if this do not help...but we can not...because we have no permission anymore to create a ticket and only the hacker is admin in our account now.

And in the in the meantime the hacker purchased another license (total not 6) and we pay for it.

Why microsoft never think about a SOS form? User shoud be able to create a sos ticket without any account by using account email to unlock and start a cleanup of hacked accounts.

So today we started again a new chat (sale department). They send me a link to start a ticket. But this is about volume license accounts and we only have an simple office 365 subscription. Maybe we need to wait longer untill the hacker added 1000 license and then we can open a ticket via volume license support form?!

Right now the solutions are terrible and do not help.

Please, anybody here who can help?

Its feeling like to work in a beta product with beginners. Never feeling so bored and terrible after start working with a software and their support.

BR
Tommy

Answer 1

Still no feedback. Nobody reply to any ticker id!!!

Answer 2

Sorry, is this true?
If yes: What to do next?

Our creditcard getting charged from MS per day for each new licsense and server and you say it will take weeks.
Why microsoft is so terrible slow and can not handle massive problems and critical data issues and hackings faster?

I hope they will contact us soon and finally we will cancle all subscriptions - never again microsoft. The service/support and the digital products are same like their offline products: full of bad experience like a company that started to build software yesterday.

We also going to start a dispute/complaint about data leak from our server to a hacker and that microsoft will take weeks to handle it.
The GPDR regulate how fast a company have to handle - and you say it will take weeks. This is against legal rules, so we will report it to the right goverment department about this massive GDPR issue and how MS handle cases like this. In europe its not a small think.

BR

Answer 3

Based on other users' experience. If the ticket has already been forwarded to the data protection team, it may take a few weeks to be resolved.