Microsoft and what to do

[TheHighlander]

Good Morning All,

Bit of a strange one, was checking my online banking on Wednesday and noticed a "pending payment" for £50 from Microsoft, I haven't bought anything nor as the wife.

I spoke to the Bank of Scotland who advised its not their problem I need to call Microsoft, so I called them and they advised someone has purchased a digital gift card online using my details, they haven't changed my password but have added another email address to my account.
They wouldn't tell me where the card was purchased/spent or on what device, they were 1005 sure I had bought it by mistake at 8:46am in the morning............when I was in work.

Anyway I submitted a request, and it was rejected stating they are not willing to refund me.

I should add I have a Xbox subscription but they confirmed I had not logged in since March.

So after another long phonecall yesterday the gent I spoke to at Mircrosoft confirmed the gift card was purchased in the USA so I have resubmitted the claim and again overnight they have rejected it.

I am not sure where to go with this as the bank are stating not their issue even tho it's a fraudulent transaction.

Any idea ladies/gents

[Stupeo]

Can’t you access the digital card through your Microsoft Account? If so, get it spent before the “hacker” does.

Other than that, I don’t think you’ll get it back, but good luck.

[TheHighlander]

Stupeo said:

Can’t you access the digital card through your Microsoft Account? If so, get it spent before the “hacker” does.

Other than that, I don’t think you’ll get it back, but good luck.

It was spent straight away in Tennessee, I was trying to explain when it was showing as pending I was calling from the UK......it was purchased a couple of hours previous and I have not yet perfected time travel.

They were asking me to login to my account which I did and it also showed I was in the UK but the account was accessed from the USA.

Safe to say I wont be using any of their subscription services again.

[NDA]

I am not sure where you turn with that if the bank won't help..... can you cancel your card?

I had fraud on my Visa card this week. Cash taken by a company (ironically) called www.takeaway.je and another by Lebara (neither of which I've ever heard of) - fortunately my bank stopped my card and pretty immediately refunded my cash.

None of which helps you.

I don't understand how a bank can refuse to help if you tell them you have not authorised a transaction. Can you insist on a 'charge back'? I may have the terminology wrong.

[Dromedary66]

You don't mention this but presumably you changed your password immediately after discovering this.

Also turn on 2 Factor Authentication so this can't happen next time your password is compromised.

https://support.microsoft.com/en-gb/help/12408/mic...

[TheHighlander]

NDA said:

I am not sure where you turn with that if the bank won't help..... can you cancel your card?

I had fraud on my Visa card this week. Cash taken by a company (ironically) called www.takeaway.je and another by Lebara (neither of which I've ever heard of) - fortunately my bank stopped my card and pretty immediately refunded my cash.

None of which helps you.

I don't understand how a bank can refuse to help if you tell them you have not authorised a transaction. Can you insist on a 'charge back'? I may have the terminology wrong.

I have cancelled my card.

It's so frustrating because to get through to the bank or Msoft it takes such a long time also.

The bank are saying because it was my microsoft account that was compromised it's no their issue, I was explaining its an unauthorized transaction so it is their problem.

They said if they raise a fraud claim it will get rejected as all my details match up with the purcashe - And I was saying surely when someone gets their ID cloned, card cloned that's what happens.........

[TheHighlander]

Dromedary66 said:

You don't mention this but presumably you changed your password immediately after discovering this.

Also turn on 2 Factor Authentication so this can't happen next time your password is compromised.

https://support.microsoft.com/en-gb/help/12408/mic...

Yep changed the password, removed payment details, turned on 2 step, removed the dodgy email address that was added.

[TheHighlander]

So a wee update.

Spoke to Microsoft who rejected a further refund request.

They again admitted on the recorded call (on their end) that the digital cards were purchased in USA and spent there but keep telling me to raise refund requests.

I spoke to a manager who has advised the same.

I spoke to my bank again who reluctantly opened a fraud case and have refunded me the money just now while they investigate.

[TheHighlander]

TheHighlander said:

So a wee update.

Spoke to Microsoft who rejected a further refund request.

They again admitted on the recorded call (on their end) that the digital cards were purchased in USA and spent there but keep telling me to raise refund requests.

I spoke to a manager who has advised the same.

I spoke to my bank again who reluctantly opened a fraud case and have refunded me the money just now while they investigate.

So after speaking to Microsoft they advised me to submit another request stating it was my child (which I don't have) which has accessed my account and I will get a refund.
I did that and finally I received a refund......... It's not right but it least I got my refund, I have closed my account etc and won't be using them again for Xbox or anything for all the time I even use it anyway.