I’m at my wit’s end and could use advice from anyone who’s been through this.
What happened:
About 6 months ago my Microsoft account (used mainly for Xbox) was hacked. The hacker changed the primary email alias from my Gmail to a throwaway Russian address (a bacteriomail.ru domain — an email I’ve obviously never owned). While the account was under their control, they did something that got the account permanently suspended for “Abuse of our Platform and Services.”
So to be clear: I got hacked, and then I got punished for what the hacker did. Years of purchased games, DLC, my gamertag, achievements — all gone.
What I’ve tried:
• Submitted the official Case Review / appeal. Result: “Violation confirmed (Decision upheld).” No request for evidence, no questions asked, ticket closed.
• Appealed repeatedly over ~6 months. Every reply is a template. Nobody has ever asked me for proof of the hack, even though I’ve offered it.
• Explained the account was compromised in a new ticket. The latest reply from CDOC Case Management says they “cannot locate the account” and that it may have “expired due to inactivity” — which is a canned Hotmail-era template that doesn’t even apply. The account exists; it’s just under the hacker’s email alias now because THEY CHANGED IT.
I told support to search the current alias or my gamertag. Ticket closed anyway.
Evidence I have:
• Years of Microsoft purchase receipts sent to my original Gmail
• The account’s alias was changed to a disposable .ru email — no legitimate user does this
• [If you find them: security alert emails from Microsoft showing the alias/password change with timestamps]
My questions:
1. Has anyone here actually recovered a banned account after proving it was hacked? What worked?
2. Is there any way to reach Microsoft’s account compromise team directly instead of the CDOC template queue?
3. Did the BBB or Notice of Dispute route work for anyone?
Any advice appreciated. I’m not trying to dodge a ban I earned — I just want someone at Microsoft to actually look at the sign-in logs, which would show everything.