Microsoft REFUSED to restore MY account

Question

On November 23 at 01:29, my Microsoft account was stolen.

On November 26 at 19:02, I submitted a request to Xbox Support to recover my Microsoft account (request #1). I received an email asking me to provide more information to prove that I am the owner so they could help me.

On November 26 at 19:41, I replied to their email and provided a lot of information.

On November 27, I communicated with support via live chat, and they gave me a link to another recovery form, which I also filled out (request #2).

On November 27 at 19:53, I received an email asking me to complete a detailed form and reply to that message. The form had many fields, and I kept filling it in until December 1, collecting a lot of information. I even added information that was not explicitly requested. I did not send it immediately on December 1 because I was given 7 days to respond.

On December 2, I received an email regarding request #1. In this email, Microsoft confirmed that my account was hacked, quote: “Based on this review, we’ve confirmed that unauthorized access occurred.” However, they refused to restore it, claiming that the two-factor authentication settings had been changed (obviously, the hacker changed all security settings), and referred to the Microsoft Services Agreement.

The Microsoft Services Agreement, section 4(a)(1), says: “You are responsible for all activity that occurs under your Microsoft account.” I agree that I am responsible for activity while I control my account. But in this case I NO LONGER had access: the hack was performed by an automated bot that removed all security and locked me out of my account in about two minutes. When the account is under the control of a third party, I cannot be responsible for that activity. At that point, the provider (Microsoft) is the only party able to remediate the situation.

A simple question: if someone steals an account and completely rebinds all security settings to themselves, does that mean they just “win” and keep it forever, and the original owner gets no help at all? Does this mean Microsoft’s policies end up protecting the hacker instead of the legitimate owner?

On December 2 at 19:53, I sent a response for request #2 with the form fully completed, including:

• multiple IP addresses used over the last several years,
• my full name and address,
• my phone number,
• detailed purchase history (Minecraft, capes)
• Xbox contacts and other PERSONAL data

I also explicitly offered to provide a scan of my Ukrainian passport to confirm my identity and, therefore, my ownership of the account. In that message I referred to the email from request #1, where Microsoft had already confirmed that my account was hacked but still refused to restore it.

In my appeal, I pointed out that this position contradicts both the Microsoft Services Agreement and Ukrainian Law No. 3321-IX “On Digital Content and Digital Services”, which obliges the provider to remedy defects of a digital service (such as hacking and loss of access). I am not asking for compensation or damages – I am only asking for my account and my paid digital content to be restored.

On December 5 at 03:35, I received a reply to the completed form I had submitted for request #2. This email was in Russian. I did state that I live in Ukraine, but all previous communication from Microsoft was in English, so I would expect consistency. The key part of that email says:

“Policy violated: Abuse of our Platform and Services
Microsoft system used: MSA
Date of appeal: 2025-11-27
Appeal results: Violation confirmed (decision upheld)”

As a result, I have received no help, and my account is still not restored.

My account was stolen, Microsoft itself confirmed the unauthorized access, and yet Microsoft refuses to restore the account despite all the ownership evidence I provided.

What should I do in this situation? The solution of “creating a new account” is not suitable because my account contained exclusive items that can no longer be obtained under any circumstances.