1. mav4life's Avatar
    I'll backtrack to the reveal of the xbox one where one would get a coupon for $10 for signing up to be notified of the xbox one preorder availability.

    I managed to get my hands on two of those coupon codes and ordered MS points from the MS store. 2 days later I never received a confirmation email and the charges had been removed from my CC account. I let it slide and didn't think much of it.

    Eventually, I tried purchasing Swapchat in the store on my Lumia 920 and received an error saying my purchase couldn't be approved. Eventually I remove my cards and try re-adding them but I got the same error. I tried another day and I got the same problem. So eventually I call MS support to try and see what's going on and get a call saying I would be contacted in a couple days.

    I was contacted but then told that there was suspicious activity on my account and that it had been locked. I was even in contact with Larry Hyrb (majornelson) on reddit and he pointed me to some higher ups. But as of right now I've been told there is nothing they can do to remove the lock on my account and the best solution is to just make a new email.

    I have a Surface, WP8, Win 8 Pc and 2 Xbox consoles all connected to my one account and I am not about to make a new email and lose everything. This has been a terribly frustrating experience and I just can't believe that MS' solution is for ME to make a new account. This is ridiculous and I can't believe a company such as MS with all its bad press lately would fail a loyal customer this badly. I even offered to sign a waiver that would say I accept the consequences of removing the lock but they said no such thing existed.

    I'm probably one of the biggest MS fans there ever was and it's flat out insulting that I've been treated this way. Even asked if there was some sort of compensation they could give me and they said things didn't work that way. It's been a frustrating 2 months. Missed out on ever sale, wont me able to make direct purchases with my account over wp or xbox...EVER.

    Oh well.

    Thanks for reading.
    07-26-2013 07:34 PM
  2. AR2186's Avatar
    I had problems with my accounts (needed to merge one gamertag to another Microsoft account and it wouldn't work), and it took 5 months to resolve. There is a specialist group with admin rights that could probably help you, but I need to figure out what it was called. Took a level 3 tech to even mention it and they got in touch with me in a few days.

    Edit: It's the Xbox Customer Advocacy Group. Don't let anyone tell you it doesn't exist, just ask for the next level of support. If you need more info, pm me
    07-26-2013 07:43 PM
  3. mav4life's Avatar
    I'm currently still in talks with someone in that very group, Larry Hyrb actually personally told them about my problem and they contacted me about it. However, another group at windows phone told me it couldn't be unlocked after about 4 weeks of taking to them.

    It just seems so stupid that they can't clear my account of whatever lock they have, when it was all their fault to begin with. It may be enough to make me switch to an iphone in the future. Heaven forbid it come to that but I just have no way of purchasing apps on here.
    07-26-2013 07:53 PM
  4. AR2186's Avatar
    From the 5 months I worked on it, I can tell you the windows phone people are worthless and don't have admin access or know how to do it. The only hope is really the advocacy group or under Microsoft Account on answers.microsoft.com (thru have some admins).

    Also, if you haven't done so already, email the advocacy group back and ask them to call you. I went from "within the next 3 weeks" to "by the end of the week" on a Wednesday just by speaking to the woman who called.
    07-26-2013 09:02 PM
  5. mav4life's Avatar
    I'm getting the opinion that they indeed are worthless.

    I just emailed advocacy telling them to call me back on Monday. They guy assigned to my case hasn't called when I'm available so when he does call I can't pick up the phone which has made it even more frustrating even though I've told him when I'm available.

    Thanks for replying though. Sying it took 5 months put me at 2 months more to solve this!

    I just can't stand that it was THEIR fault yet I have to suffer the consequences.
    07-27-2013 10:04 AM
  6. AR2186's Avatar
    I'm getting the opinion that they indeed are worthless.

    I just emailed advocacy telling them to call me back on Monday. They guy assigned to my case hasn't called when I'm available so when he does call I can't pick up the phone which has made it even more frustrating even though I've told him when I'm available.

    Thanks for replying though. Sying it took 5 months put me at 2 months more to solve this!

    I just can't stand that it was THEIR fault yet I have to suffer the consequences.
    Only took a week once I found the customer advocacy group
    07-27-2013 11:23 AM
  7. tonywebb76's Avatar
    Please help, I'm going through the exact same thing. Calling tech support has been pointless. Its been one month now. I got a Nokia 928 a few weeks ago and haven't been able to purchase a single app. I've been an Xbox live subscriber for 7 years. Tech support told me that renewing my subscription triggered the "suspicious activity", and to just wait.
    08-02-2013 07:31 PM
  8. AR2186's Avatar
    Please help, I'm going through the exact same thing. Calling tech support has been pointless. Its been one month now. I got a Nokia 928 a few weeks ago and haven't been able to purchase a single app. I've been an Xbox live subscriber for 7 years. Tech support told me that renewing my subscription triggered the "suspicious activity", and to just wait.
    Just pm'd you with instructions, let me know if it doesnt work and I will try to find the email address of the group
    08-02-2013 08:46 PM

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