Microsoft support unresponsive.

Question

Hello, I recently had an issue about my Microsoft account being compromised. I have given all proof that I had ownership, and to which they accepted. However, after I ended the support chat, I was expecting an email in 24-72 hours. It has been a month and I have gone into the support chat again, which ended in the same result, I will receive a response in 24-72 hours. Finally, after a month of waiting, I have received no emails or contact from the escalation team I was promised, and now I am not even able to find an agent to contact me in support. It looks like my Microsoft account will be lost forever. Any tips on how I can get it back or in contact? The hacker changed the email and password multiple times, and so I am completely locked out. Any tips?

Answer 1

Thank you! The significant parts of your reply were to contact microsoft support again, which I will continue to do. I gave all proof to my agent that I owned the account, and he sent me to an "escalation team", and it's been almost 2 months since they have sent any form of communication to me, and I was promised a response in 1-3 days. Unfortunately, the hacker completely took hold of my account, as I didn't have 2fa or another email. They changed the email and password multiple times as well.

Answer 2

Hi T399. I'm Greg, 10 years awarded Windows MVP, here to help you.

I'm very sorry you're going through this. We are seeing a lot of account hijackings recently where the hacker changes the password, even the email and security info so it becomes impossible to recover.

Here is everything to try to recover a hacked Microsoft Account:

https://support.microsoft.com/en-us/sbs/account...

Try one more time to change your password as shown here:

https://support.microsoft.com/en-us/help/402683...

Normally they'll want to send a Security Code to the mobile or email you set up here for that: https://support.microsoft.com/en-us/help/12428/.... There is also information about troubleshooting receiving the code at the bottom of the page.

If you cannot receive the Security Code because it is not up to date or has been changed by the hacker, try to do Account Recovery following this walk-through: https://support.microsoft.com/en-us/help/17875/...

You can amend the Account Recovery form if you remember any other information about the account, which may shorten the waiting period. Unfortunately they will not budge on the wait as they have learned over decades exactly what's needed to avoid any chance of giving away your personal data to a hacker or stalker.

In the mean time if you're locked out of Windows I will show you how to create a new Account so you can still get into your Windows install for now using all of it's apps and accessing data, or if necessary reset or reinstall Windows.

If you are unable to do any of this because of changes the hijacker has made to your account, contact Microsoft Support at https://support.microsoft.com/contactus. Explain the problem and keep asking for an agent to get a call back or chat on week days.

Emphasize to the agent that your account has been hijacked, that you only don't have the account security information because they were able to change it but you can still answer questions about the account to prove it's yours.

I think what's happening is after tens of millions of Account Recoveries over the decades, they developed an algorithm that virtually eliminated any possibility of turning over an account to a hacker or stalker. Then when these hijackings started they have not retooled to help customers who can prove it's their account even if it has a different email, password and Security info. I keep hoping Support will adjust soon, but as your experience proves it has not yet happened.

Here is everything to know about being hacked and how to prevent it:

https://preyproject.com/blog/en/have-i-been-hac...

https://www.windowscentral.com/signs-pc-hacked

https://www.csoonline.com/article/2457873/signs...

Feel free to ask back any questions. Based on the results you post back I may have other suggestions if necessary.

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