XBL customer deals with hacker problem herself when Microsoft couldn't

• Zid wrote on 2012-01-06 22:26

  Quote from Destructoid:

  Microsoft's customer service is almost legendary in terms of how awful it is, but one woman in particular may have unlocked the Master Sword of incompetence. Susan Taylor awoke one day to find that her Xbox Live account was hacked, and $214.97 of MS Points had been purchased and transferred out. Microsoft would do all in its power to help. Or rather, help the hackers get away with it.
  
  At first everything went somewhat sensibly. Susan notified Microsoft and PayPal, and they logged the complaint. After giving out a complimentary thirty-day Xbox Live code, Microsoft promised the victim that her now unobtainable Xbox Live account would be frozen so that nobody could use it. Naturally, this didn't happen -- the account wasn't blocked and another $124.98 was stolen.
  
  Taylor called customer service once more and demanded answers, only to be told, "The fraud department was unable to close your account." When pressed for a reason, she got, "I don't know," and was advised to keep trying to log into her account. Because when a hacker changes your password, that's the sensible thing to do.
  
  Oh ... and it gets crazier!
  
  After getting the run-around from Microsoft on both the phone and via Twitter, Susan was added as a friend by one of the Gamertags that her stolen money had been transferred to.
  
  Susan took matters into her own hands and contacted the new Xbox Live account holder. After some pretty smooth Columbo work, she got the details of the middleman who sold the account. Armed with knowledge that Microsoft should have been gathering itself, she was able to figure out that the hacker's entire plan to crack into accounts, transfer out points, use the points to create new accounts filled with games, and sell them on at a bargain price. All of this is stuff Microsoft should have known and been looking into, but it fell on the shoulders of one frustrated gamer.
  
  The story currently ends here. Susan has an impressive amount of details for the hacker, but she's biding her time before pulling the trigger. You can read the continuing story in full at Hacked on Xbox, and I suggest you do, as it's an amazing story -- not just for Microsoft's bull****, but for the pretty enthralling detective drama going on.
  
  I certainly wish Susan the best, and hope that some resolution is found soon.

  
  
  Source: http://hackedonxbox.tumblr.com/
• Cynic wrote on 2012-01-06 22:36
  [Image: http://www.gameinformer.com/cfs-filesystemfile.ashx/__key/CommunityServer-Discussions-Components-Files/14492/3021.Slow_2D00_Clap.gif]

  
  
  Now if only everybody had the means to take care of their problems like this lady. Or better yet, that businesses would actually do their damn job.
• paladin wrote on 2012-01-06 22:41
  Excellent work
  Id say give it to the police
  Or do it publicly and shame microsoft
  I can give microsoft they cna only freeze the account but would then at least keep their word on that?
• Bride wrote on 2012-01-06 22:53
  not freezing the account? really? ****ing incompetence
  it's good she's trying to figure it out herself, I'm impressed, but obviously she shouldn't have to
  
  reminds me of nexon. UGH
• Strawberry wrote on 2012-01-06 22:58
  If there were only more people that tried to solve their problems by themselves like this, no matter how hard it may be.
  
  At least there's people out there that will actually try to solve things themselves and not give up when it seems hopeless because of whatever circumstances, such as the company in this case.
• Cynic wrote on 2012-01-06 23:00

  Quote from Strawberry;725382:

  If there were only more people that tried to solve their problems by themselves like this, no matter how hard it may be.
  
  At least there's people out there that will actually try to solve things themselves and not give up when it seems hopeless because of whatever circumstances, such as the company in this case.

  
  
  Well, it's not really their fault since a company should be the one taking care of it in the first place. Some people don't want to try because they will fail either way, making it redundant.
  
  But I know what'cha mean.
• Chockeh wrote on 2012-01-06 23:58

  Quote from Rigel;725378:

  not freezing the account? really? ****ing incompetence
  it's good she's trying to figure it out herself, I'm impressed, but obviously she shouldn't have to
  
  reminds me of nexon. UGH

  
  
  Yeah, this proves that Microsoft's customer service can't get their sh*t together. At least she gets to have her revenge on the hacker, I wonder what she'll do.
• Zeo wrote on 2012-01-07 00:38
  Just like Nexon, and how regular users aid Nexon to fix Mabinogi...
  
  -remembers Yoorah and Craddle suggesting ideas and it actually worked for Mabinogi-
• Hiccup wrote on 2012-01-07 04:47
  Pfffft why are all the big budget companies failing at customer service?
• Lan wrote on 2012-01-07 05:13
  Epic.
• Sumpfkraut wrote on 2012-01-07 07:27

  Quote from Hiccup;725737:

  Pfffft why are all the big budget companies failing at customer service?

  
  Because they don't depend so much on the individual customer and get lazy dealing with them.
• Sunureu13 wrote on 2012-01-07 10:26
  What amazes me is that she lost control of her account in the first place.