Microsoft
Locked out of Xbox Live for weeks, advocacy team silent

I have been an Xbox live customer for 7 years now and never have i had such a horrible experience with any company. About three years ago when I created my new primary gamer tag I entered a false email because I had already had a gamer tag tied to my primary email at the time. I know, very stupid of me. But regardless, Xbox has had an update a little over two weeks that asked for me to sign in with this email and password. I tried using every option the company has in order to get a password reset. I had spent countless hours on the phone trying to resolve the issue. I had answered all necessary security questions. 3 days later I had received an email From Gwen of the customer Advocacy team requesting additional information.

I then replied back the same day with more information including my credit card on the account, my I. P address, and even my Xbox console id number. I waited nearly a week and there was still no reply. At this point I could still not get on Xbox live, Netflix or any other service I pay for. I Frequently called support at this point and they had told me multiple times that they have been reviewing my case and are surprised that nothing has become of it yet because these issues normally are resolved within a week or days. The customer service representatives told me that the power was out of their hands and the only way to communicate with the advocacy team handling my case was through the email I received from Gwen. I responded my second time to that email and four days later still no reply.

So here I am 15 going on 16 days later still with no Xbox live because some incompetent person is not doing their job efficiently or handling the situation correctly. This situation is a nightmare and everyone seems to run me around in circles. They have given me no insight into why it is taking so long. Frankly they seem just as puzzled as me. This issue should be a simple fix since all they have to do is verify my information and send me an email with a password reset. Overall PS3 looks like an awful good option right now.

Company: Microsoft
Country: USA

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