Happy Tuesday my good men!
This is a bit of a story so please stay with me on this journey. Yesterday my first Father’s day as a dad at10:30pm PST (AKA fake America) my Microsoft account was hacked. They used my CC and stole pretty much all my Microsoft stuff. Locked me out of my own personal account. Changed my email and my password on my account and made me feel helpless.
My CC company hit me up at 10:50 PM to let me know “unusual activity” was happening on my card and to verify the transactions. Jump on to see that someone is using it to buy Fifa 2016 points (Insult to injury as Fifa is the worse) I immediately tried to jump on my Xbox only to find my “Account no longer exists” which was a shock to me to say the least. I tried my Microsoft account on my tablet and my PC only to find I can’t log on. I’m completely locked out of my own personal account.
At this point I start changing passwords on everything my Microsoft accounts touched… Which is pretty much everything electronic in my life. Then call the banks to get new cards and passwords and report the hundreds of dollars of fraud on my record now. Next course of action, have Microsoft Support help me get my account back into the correct hands and get this hacker out of my personal information.
I grabbed the 800# off Google and give it a dial. As I go through the litany of automated options for minutes I chose the one that fits me. As I “speak my problem” to the robot I can only assume is named Cortana, she responds back to me that “we’re closed for the night. Call back during 7am-10pm PST for help or go online and chat now”. Frustrated that I just wasted precious time going through a help line that only told me we’re closed I jump online on my phone to chat. What do I find when I try to “Chat now” with an agent? I can’t. They don’t allow you to chat with out signing into your Microsoft account… Which I can’t because it got hacked. Now midnight and knowing I have to work early on Monday I make sure everything that was connected to my Microsoft account has new passwords and I try to rest me weary head.
The next morning I start the Microsoft support steps again. This time I do get an agent after speaking to Cortana for a few minutes and holding for 10 more. Thinking my ordeal was almost over I was dumbfounded to find the phone agent putting the blame on me. And basically asking me to abandon my old account and make a new one. Give up because the hackers “already did what they were going to do” and “don’t really care about your personal information. They only want to use your bank accounts”. I pressed and told him I would very much like to have MY account back and after saying “It will be a lot of work” the agent agreed to start assisting me, 20min after being on the phone.
He had me do a few steps on locking my account. Walked me through the steps and informed me that “this is the same way they get into accounts. So it’s pretty cool we get to do this to him back huh?” I again was shocked at the lack of empathy attached to my very real life invading situation. I responded with “yeah… Cool… When do I get my account back?” The agent couldn’t tell me and only after 15min more of pushing did he finally escalate this to his “higher ups” at tier 3. He then told me I’d get a call back in two hours with more info. That was when me and Sam Smith parted ways, after being on the phone 1hr22min with support. I waited. 3 hours. Then I called them back.
After speaking with Cortana now for the 3rd time I got Michael Smith (Brothers? Who knows?) and explained what was going on. Again the agent should no empathy and no concern for a customer of over 10yrs. He acted as if I just intruded into his life and I was the monster here, when in fact it was my life that they had let an intruder in. After a frustrating 15min conversation with Michael I finally asked to speak with his supervisor to get a better understanding of the time frames that I’m looking at in getting my electronic life back. He let me know that it will “take a long time” for his supervisor to get on the line which I was fine with. So I sat on hold for 32min. For him to come back on and say “I feel the wait is to long for you and I would ask you to call back and get another agent who’s supervisor has less of a wait” I again let him know I’m in no rush and will gladly wait for his supervisor. He said he was disconnecting our call because it’s “going to take too long”. I asked for his employee # or a reference # for our call to which is said simply “No” and with that Michael hung up on me.
Now even more faith lost in Microsoft I turned to their CONTACT US on their website. My only other option you ask? The Support at Xbox Twitter. Desperate for any help at this time I hit them up with all my concerns and find them even more lacking of support and compassion than anyone else I spoke to. It wasn’t until I posted a YouTube video about my ordeal ( https://www.youtube.com/watch?v=nIAS63OVgaI
) that they got back to me, thanking me for adding content to the community and how great it is to see fans make videos… I am so disgusted with Microsoft and the lack of action against hacking that I promptly cancelled my already paid for preorder of the Xbox One S for AUG 31st. I am going to get my account back and I will not let this die until then but once I do, I am saying goodbye to Microsoft forever. On every platform.
With that said I was hoping you fine folks could get me some new best friends on my brand new PS4? My gamer tag is Elementality_86 and I am only up to a handful of games but would love the help of the best friends of the world to jump into PS4 full force. Shoot, I think I’ll be picking up a Vita too just for SandG’s (Shits and giggles if you want to edit that Greg)
Well that’s my story and how an Xbox user of 10+yrs became a PlayStation user in less than 24hrs. Colin says it all the time. Vote with your wallet folks. We’re the consumers and if we don’t like a service do not give them money. Another company will gladly take it.
Keep being inspirations and bringing joy to thousands daily. I truly appreciate all you do!
P.S. I love that Colin plans and does everything for you guys. Must give you all a tone of free time!