My Xbox account had been stolen, i have filled out the forms and getting no where

Question

My Xbox live account was hacked, they have removed my email and added there own, i have reported this and filled out forms etc.. but nothing is being done, i have had 4 callbacks, the first 3 i was put on hold, and after 30 mins the phone went dead, on the third try i even said the the operator please ring me back of the line cuts out (but nothing) when i talked the the fourth person, they looked at things and said that request [PII: Removed] was showing as closed? even though i have replied to emails for the last 3 weeks?

they said sorry and doesnt know why that is, but unfortunately thats is another team, and cant really help, only thing is to fill out another form, which i have done, but now i get a reponse,

"Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership. We take the security and privacy of our customers very seriously and are committed to protecting your personal information."

i filled out again and getting the same email?

i have had my xbox account for coming upto 15 years, still had at the time 6-7 months left of Xbox ulitmate, a long with loads of purchases over the years? now when i log in to my microsoft account, it is showing nothing of my past?

Please can somebody help me? is ther anyaboy i can speak to about my account?

Answer 1

Dear mark alderson

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Thank you for reaching out to the Microsoft Q&A forum. I understand the frustration of losing access to an Xbox account that you have used for many years. When an attacker changes the primary email and security information, Microsoft cannot simply restore the account without verifying ownership. This is why your recovery requests are being rejected: the information provided so far has not been sufficient to prove that you are the rightful owner. Without successful validation, the account cannot be restored. 

If the form continues to fail, you must escalate directly through Microsoft Support, referencing your case ID, and request that the account recovery team review it again. 

• Visit Contact - Microsoft Support   
• Type a brief description of your issue in the search box  
• Scroll down to the bottom > select Sign in to contact support  
• Log in to another available personal Microsoft account.   
• Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
• Click "Chat with a support agent in your web browser" (during business hours) 

If recovery is not possible, I advise creating a new Microsoft account and once verified, transferring your gamertag and subscriptions if feasible.  

Please note that this is a user‑to‑user community. As moderators, we have limited access to internal development details. Our role is to direct users to the appropriate support channels and resources. While we cannot provide backend analysis, we will do our best to assist within our responsibilities. 

Thank you for understanding.