What to Expect When Your GFW Live Account is Hacked

September 23, 2011 -

When you have an account for a service that keeps your credit card information on file, you hope that the company in question would provide you with some security, and when security fails, you pray that they will do what's right for the customer, but that doesn't always happen. In fact, sometimes companies do nothing at all to help you.

That is exactly what blogger Greg Knight learned about Microsoft when his Games for Windows Live account was hacked. Someone compromised his account and bought two games with his credit card (Batman: Arkham Asylum and Viva Piñata) using 10,000 Microsoft Points, to the tune of $125. He later discovered that his account had been hacked and the hackers changed the "alternate email address" to an account from guerrillamail.com.

After fixing that, Knight told Microsoft about the breach, who then locked down his account to investigate what had happened. After about a month a company representative told Knight that they found no evidence that his account had been hacked. Knight alleges that a Microsoft representative told him that they couldn't help him because his account wasn't connected to an Xbox 360. The representative also told him that he would have to go to his bank to convince them fraud occurred in order to get his money back.

This did not sit well with Knight so he decided to take the matter to his blog, and the court of public opinion. Here's what he wrote:

“Microsoft: If this is indeed your hacking/fraud policy, I find it disturbing. It is not acceptable to ignore credit card fraud that was committed on your service on the grounds that the victim doesn’t own the device that you want them to own. It costs you nothing to simply reset some intangible numbers, refund some money, and let bygones be bygones,” wrote Knight in his blog. “This could have been a very simple matter, but now look at what I’ve had to do. By the time you read this it will be too late for you to make good; the bank will have already been notified. I don’t get by on a lot of extra money after debts and bills are factored in. And yet I was very understanding of your procedure, waiting a month, a month when I really could have used that money. But you blew it.

It is too late for you to make good of your own volition so now it’s my turn to take my money back,” he added. “You didn’t even lose any product to whoever committed the fraud, so I leave public shaming to be your punishment. I hope everyone who reads this is as appalled as I am at how flippant and uncooperative you were over a serious matter like credit fraud.”

So far, Microsoft has not publicly commented on this story.

Source: Industry Gamers


Comments

Re: What to Expect When Your GFW Live Account is Hacked

I've had my MSN E-mail addressed which is connected to anything I do with Microsoft and calling India only to figure out they can't help you is frustrating and yes I dealt with this problem myself having to hire myself someone to get my account back which yeah I wish Microsoft used an authenticator or had one because with it's secruity I really don't buy MS games if I don't have to.

Re: What to Expect When Your GFW Live Account is Hacked

They should draft legislation requiring punctuation in online posts.

Re: What to Expect When Your GFW Live Account is Hacked

Maybe they should draft legislation requiring or at least encouraging companies to offer authenticators to their customers.

 
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InfophileAnd also, she said "anyone," but she also said "probably." This means there's a subset for whom the "you shouldn't write it" doesn't apply.07/01/2015 - 4:47pm
InfophileGoing back a bit: "As I believe there is no justification, there is no reason for me to continue reading." - One reason to read might be to find out if you're wrong about there being no justification for it.07/01/2015 - 4:45pm
Andrew EisenRead it here: http://www.zenofdesign.com/getting-diversity-to-speak/07/01/2015 - 4:42pm
Andrew EisenFormer Bioware dev, Damion Schubert, offers an interesting thought on diversity in the industry. Not only is it important to have, it's important to make sure they feel comfortable offering their perspective.07/01/2015 - 4:40pm
Andrew EisenHeh, I did consider it!07/01/2015 - 4:37pm
Craig R.Aww, video gamer players wasn't an option for the poll?07/01/2015 - 4:33pm
KaylaKazeI think the problem here is certain people don't know what "shouldn't" means, even after it's been explained to them half a dozen times.07/01/2015 - 4:19pm
Andrew EisenWhat if creators heard our feedback, agreed with it and then... oh god... made a better show? The HORROR!!!07/01/2015 - 4:13pm
Andrew EisenI mean, next thing you know they'll make a YouTube video. A YOUTUBE VIDEO!!!07/01/2015 - 4:07pm
Andrew EisenHow DARE anyone write an opinion suggesting that people who suck at something might consider a better way to accomplish the same thing or improve so they suck less. The NERVE!07/01/2015 - 4:06pm
Goth_SkunkYes, but we complain about it amongst ourselves, we shake our heads, we sigh, shrug our shoulders and say 'oh well, what can you do?' We don't write articles for Wired and say 'Anyone can write about X, but should they? Probably not.'07/01/2015 - 3:57pm
Andrew EisenMy favorite is: "Zoom and enhance!"07/01/2015 - 3:55pm
E. Zachary KnightGoth, you must not hang out with many technology experts. We complain about bad portrayals of tech all the time.07/01/2015 - 3:52pm
Andrew EisenPeople should be free to write about anything their little hearts desire. Even if they suck at it. Maybe not the most advisable thing to do, depending on their personal goals. But that's why you listen and learn and improve! Or try to, anyway.07/01/2015 - 3:50pm
Andrew EisenAnd you're straying from the path a bit but the sentiment in and of itself I agree with.07/01/2015 - 3:47pm
Goth_SkunkBut, as in the example I provided with call tracing and cell phone triangulation, the audience lets it slide, even the subject matter experts.07/01/2015 - 3:47pm
Andrew EisenGreat! Maybe you'd change your mind if you read her reasons for suggesting such a thing, maybe not. But at least now you're opining what she actually said!07/01/2015 - 3:46pm
Goth_SkunkFor the sake of entertainment, people write about things they shouldn't write about all the time. If they stopped, most things fiction would cease to exist.07/01/2015 - 3:46pm
Goth_SkunkAnd I think that's a despicable thing to suggest, worse than someone who sucks at writing a rape scene doing so. By all means, if the rape scene was poorly written, criticize it after the fact.07/01/2015 - 3:45pm
Andrew EisenYou're not wrong that she's suggesting that people who suck at writing rape scenes (which is who "anyone" refers to) probably shouldn't, yes.07/01/2015 - 3:42pm
 

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