Account hacked, Currently suspended (Not yet deleted)

Question

Hi There I need help in escalating to the right people

Issue: My account was hacked Hacker changed email linked to account and enabled 2fa on their end

I believe my previous escalation was incorrectly routed. My issue is not an enforcement or policy violation case.

This is an account-compromise and identity-theft incident. I did not commit any abuse or policy violation. A hacker took control of my Microsoft account, changed my information, and locked me out of all devices.

I am requesting assistance from the Cyber Defense Operations Center (CDOC) or the Microsoft Account Security / Identity Protection team — not Xbox Enforcement. Or whomever the correct higher-up team is.
They have confirmed the account has not been completely deleted yet in the 2nd response

The first response i got: (From: msaccountsafety@microsoft.com)

"At Microsoft, safeguarding your account is a top priority. We have thoroughly investigated the account and billing activity associated with your Microsoft account. Based on this review, we’ve confirmed that unauthorized access occurred.

During the investigation, we discovered that the security information on your account had been changed. Due to our strict security protocols and the terms outlined in the Microsoft Services Agreement, we are unable to modify or restore the security settings once they’ve been updated.

If you used this account for Minecraft, we regret to inform you that the game cannot be recovered. A new purchase will be required on a newly created account. We understand this may be disappointing and sincerely apologize for the inconvenience.

Additionally, if you had files stored in OneDrive, those files are no longer accessible. Due to encryption and privacy safeguards, even our engineers cannot retrieve them. While this outcome may not be ideal, it is necessary to ensure your personal data does not fall into the wrong hands.

We recommend that you create a new account.  Thank you for your understanding and patience during the investigation of your account. 

  Sincerely,

 Microsoft Customer Support"

Here they confirm account is hacked and there is nothing more support can do, thus higher escalation is needed

This is the 2nd response:(From: [cdoccm@][microsoft][.com])

"Hello, 

I am with Microsoft Support and would like to thank you for taking the time to contact us regarding your Microsoft account recovery request. To further assist you, some additional information is required to validate ownership. If you do not reply with the required information within 3 business days, we will close your service request. 

Our first step is to have you complete the online validation process. Please visit the site [http://account.live.com/acsr] and answer the validation questions about the account. When asked for a contact email address, please list [******@gmail.com] so we can track your online validation attempt. Please submit an ACSR that is completely filled out. Please do not leave any fields blank. We apologize if you have already attempted online validation, but this time we will assist you with follow-up questions. 

Please use the information that you believe has been associated with the account, even if it may have changed. If the account was hacked and the information has changed, we will still attempt to validate the account based on the information associated prior to the change. 

Note: If you fail to provide any of this information, we will not able to proceed with your claim. 

Please do the following: 

The secret to passing the validation process is to provide as much information as possible. For questions that have multiple answers, such names of Hotmail folders, subjects and contacts, provide three or four answers instead of one. If the postal code could be one of two or three, provide all of them. Provide precise information. For example, instead of saying that you have Facebook e-mail, give the exact text ‘Facebook Notification – Friend request from John Doe.’ The more information that you provide and the more accurate you are with it, the more likely you are to pass validation. 

Information submitted in your online questionnaire: 

Please submit an Account Recovery form. If you submitted your information directly to Microsoft account access support and were are unable to successfully validate the account you will receive a nine-digit reference number. If you received this number, please reply to this email with the following information: 

Account recovery reference number: 

The alternate email address you supplied in your online account recovery form: 

A good phone number to contact you with: 

Your profile information on the account 

Profile name: 

Name: 

Birth date: 

Country/Region: 

Region/State: 

Postal/ZIP code: 

The email addresses of several contacts from your address book or messenger list: 

Tip: Check with friends or family members for the spelling of their email addresses 

1. 

2. 

3. 

4. 

Recent subjects of email you've sent from the account: 

Tip: Check with friends or family members that recently received an email from this account 

1. 

2. 

3. 

4. 

Please provide five names that are in your Skype Contacts list: 

Tip: Check with friends or family members for the spelling of their email addresses 

1. 

2. 

3. 

4. 

5. 

Please provide four phone numbers that you have recently called or contacted using Skype: 

Tip: Check with friends or family members that recently received a call from this account 

1. 

2. 

3. 

4. 

IP address: 

List your IP address from a location where you accessed the account successfully in the past. If you have accessed the account from multiple locations or devices/phones, you may want to provide more than one IP address for a better chance at validating the account. An IP address beginning in 192.168 or 10.0 is your internal network IP address and is not valid for entry. To gather this information, please type in “What is my IP” in your search browser. 

1. 

2. 

3. 

4. 

Account history questions: 

The date that the account was created: 

The date that you last successfully logged in to the account: 

The date that you last changed the password: 

Alternate email addresses or phone numbers that are associated with the account: 

Location where the account was created: 

Billing information used for recent purchases/subscriptions: 

Billing name:  

Last 4 digits of credit card:  

Expiration date: 

The following section may not apply to your specific situation. It is optional, but it can help us quickly validate your ownership: 

Any Xbox gamertag(s) associated with this account: 

Tip: If you have an Xbox gamertag associated with this account, please provide as much information as possible about the console and gamertag 

1. 

2. 

3. 

4. 

Console serial number: 

This can be located on the console itself, listed on the service tag sticker. 

Xbox 360 console ID: 

To find your console ID navigate to the Xbox Dashboard: 

Go to the Settings hub and choose System. 

Select Console Settings. 

Select System Info. 

The console ID is displayed on the screen, below the console serial number. 

Xbox One Device ID 

To find your device ID navigate to the Xbox Dashboard: 

Go to the Settings hub and choose System. 

Select Console Info. 

Xbox Live Device ID is displayed on the screen. 

Please reply to this email, with the requested information. Once I am notified, I will review the information in order to validate account ownership. I will provide an update you once this has been completed. Please feel free to reply to this message if you have additional questions about your issue. If you  

would like some assistance over the phone, please provide a phone number and a good time to call you. 

Thank you for your understanding and patience during the investigation of your account. I look forward to your response. 

Have a great day! 

Kind Regards, 

Answer 1

See https://support.microsoft.com/en-us/accounts-billing/manage/how-to-recover-a-hacked-or-compromised-microsoft-account (maybe you are already familiar with that article).