CDOC Case Management issues

Question

I’ve been back and forth with CDOC Case Management for about a month now and I never seem to be payed attention to. It’s like talking to a robot. I’ve been in the process of trying to recover a email that was hacked since last year. I’ve provided names, proof of recovery email, proof of past recovery numbers, even the hackers number and IP address which I got through my recovery email when it was hacked. Funny how when I sign in to my emails I have to jump through a bunch of security hoops, but they just waltzed right through like it was nothing I’ve provided many, and I mean many, IP addresses from logins I’ve made over the years. Even IP addresses from when I made passwords changes over the years with time stamps. But somehow, after providing these IP addresses with timestamps as far back as May 12th, 2018 (at 9:53), I’ve yet to get my email back. The email that quite literally has almost 20 years of information on my life in it. The email that’s named after me, which funnily enough, I’m the only person in the United States with my name due to my last name being as rare as it is. As for why I have a problem with CDOC, I sent a decently fleshed out recovery email to them just to be told they can’t recover the email on the first case. But the real kicker is…. In their reply email they said, and I quote word for word. “If you reply to this email within the next 7 days with additional information, I will be more than happy to continue my investigation.” I replied same day with 7 different IP addresses from the account with screenshot evidence, the hackers phone number, as well as the last used recovery email. Even after sending a second email after that, I still never heard back. My second time with CDOC was even more frustrating due to the reply having absolutely nothing to do with the issue I want solved. After sending another even more fleshed out email regarding getting my email sent back to me, they somehow didn’t even tell me if I’d be able to access my account again. The only thing I was told was that there was a policy violation on the account and then closed the case. The account is currently flagged due to the Chinese hacker misusing it. I’ve never been outside of the United States so the IP address showing as in a different country (literally china) is proof in itself that I was hacked. In the end, my question is, how do I get my account back if CDOC refuses to do their job well. The amount of evidence I’ve provided is more than enough. This, so far, have been the worst experience I’ve ever had with customer service. IMG_0711.jpeg IMG_0712.jpeg

Answer 1

@Dalton said

I’ve been back and forth with CDOC Case Management for about a month now

Just to be sure, you are referring to this CDOC? https://www.microsoft.com/en-us/msrc/cdoc I ask, because it is very unusual for them to open a case for a single hacked consumer account, unless it was part of a larger cyber attack.

The only thing I was told was that there was a policy violation on the account and then closed the case

That is pretty much what most people see. Since the hackers will use the account for nefarious purposes until their actions trigger an alert and the account is closed.

so the IP address showing as in a different country (literally china) is proof in itself that I was hacked

The account was obviously hacked. But because of how the automated Account Recovery process works, that's not actually the point. The system doesn't know or care if the account was hacked. All it can do is give you a chance to prove that you are the legitimate owner by answering all the detailed questions.

how do I get my account back if CDOC refuses to do their job well.

Normally it would be by using the usual consumer Account Recovery process. But because your account was closed for a violation, it probably won't be of any help.
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

You can try the Account Reinstatement route. But based on the emails you have received it looks like the suspension has already been appealed and denied. There is no other form of appeal.
https://www.microsoft.com/en-us/concern/accountreinstatement
https://www.microsoft.com/digitalsafety/appeal

The amount of evidence I’ve provided is more than enough.

Microsoft has made the automated recovery process untouchable. No human can exert any influence on your behalf. No human will ever look at your Account Recovery form. The automated process checks only if you have answered the specific questions on the form. Anything else is ignored.

Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

I am sorry. I know that losing access to your account is more than just an inconvenience, it can cause real hardships. I wish I could give you another answer.