For months now, we’ve received tons of comments on our two posts about the Xbox LIVE FIFA hacking problem, where gamers would discover purchases made on their Xbox LIVE accounts, usually for the game FIFA 2012. Over 250 comments have been posted to the two main stories we posted about the issue, and the comments keep coming.
In fact, one Texas gamer, Susan Taylor, started documenting her experience with her Tumblr account, Hacked On Xbox. There, Taylor describes the crazy hoops she’s had to jump through in order to try and get Microsoft to investigate the hacks that her account has suffered, costing her hundreds of dollars in fraudulent purchases. At one point, a customer service representative said that her account would be blocked, meaning that no more purchases would be possible—except when Taylor found that more purchases had been made, customer service then told her that they couldn’t block her account after all.
Here’s the exchange between her and customer support, as she describes it on her Tumblr page:
“The fraud department was unable to block your account.”
“So why did no one contact me about this? You have my telephone number, you have my email address. You used my email address to tell me that you HAD blocked my account. Just what is going on?”
“They were unable to block your account, I don’t know. Have you tried changing the password online?”
“Yes, but whoever is doing this has changed my password and my security question. I am completely unable to access the account myself. That does not answer my question though. Why have I been told, twice, that my account was blocked, that an investigation had begun, when clearly none of that was true? Why is it you’re allowing someone to successfully steal money from me a second time when you were aware of the issue days ago? What the fuck is going on? I want my money, I need my money. Tell me what you are doing to help me.”
“You need to keep trying to log into your account.”
More issues ensued, and eventually Taylor explained her findings—that people of ill repute were getting her username and information, and selling accounts filled with Microsoft Points via online auctions to other users all across the globe. Eventually, after she made a huge fuss, Microsoft refunded Taylor the money, but the damage has been done.
Taylor’s main beef with Microsoft is the labyrinthine systems they use to handle customer fraud reports, and the overall lack of knowledge and helpfulness that the customer service employees seem to display.
It’s a rough story, and a compelling read, so you should check out her Tumblr and read the whole thing for yourself.
One of the most troubling aspects of this story, though, is the fact that it’s apparent that Taylor isn’t alone in getting her account hacked—the comments on our stories continue to trickle in every few days, and this is only on one gaming site. It seems that the problem is even more widespread than it looks. I’m thankful that my account remains safe, but I check my points and purchases pretty regularly…I’m kind of afraid that it’s just a matter of time…