Microsoft Denies Xbox Live Hack (Again)
But admits the need to make customer service improvements.
Microsoft has issued a statement to SPOnG addressing concerns of an Xbox Live security hack reported on Friday. The company once again denies any compromise of its security, but admits that it will improve on its customer support.
Xbox 360 user Susan Taylor took to Tumblr to complain about her experience with Microsoft's support line after she realised that her Xbox Live Gold account was being plundered to create Gamertags loaded with Microsoft Points, that would then be sold onto black market websites.
It appeared to highlight a growing issue, after it was discovered that various websites were illegally selling Gamertags using the same method. Microsoft insists that the account hijacking is not down to its security, however. "Microsoft can confirm that there has been no breach to the security of our Xbox LIVE service.
"In recent cases, some Xbox LIVE members appear to have been victims of malicious scams. Unfortunately this is something that affects many Internet based services," reads the statement from a Microsoft spokesperson. "The online safety of Xbox LIVE members remains of the utmost importance, which is why we consistently take measures to protect Xbox LIVE against ever-changing threats.
"However, we are aware that a handful of customers have experienced problems getting their accounts restored once they’ve reported an issue. We are working directly with those customers to restore their accounts as soon as possible and are reviewing our processes to ensure a positive customer support experience."
In reference to Taylor's public complaint, Microsoft added that it had taken action to fix the situation for her. "While we do not ordinarily comment on specific cases, Microsoft can confirm that the account in question has been reinstated to its rightful owner and all unauthorized charges are being refunded in full.”
Susan has updated her Tumblr page concluding her customer support nightmare. She says that she will use her name to help bring other people's cases of Xbox Live fraud to the public.
Xbox 360 user Susan Taylor took to Tumblr to complain about her experience with Microsoft's support line after she realised that her Xbox Live Gold account was being plundered to create Gamertags loaded with Microsoft Points, that would then be sold onto black market websites.
It appeared to highlight a growing issue, after it was discovered that various websites were illegally selling Gamertags using the same method. Microsoft insists that the account hijacking is not down to its security, however. "Microsoft can confirm that there has been no breach to the security of our Xbox LIVE service.
"In recent cases, some Xbox LIVE members appear to have been victims of malicious scams. Unfortunately this is something that affects many Internet based services," reads the statement from a Microsoft spokesperson. "The online safety of Xbox LIVE members remains of the utmost importance, which is why we consistently take measures to protect Xbox LIVE against ever-changing threats.
"However, we are aware that a handful of customers have experienced problems getting their accounts restored once they’ve reported an issue. We are working directly with those customers to restore their accounts as soon as possible and are reviewing our processes to ensure a positive customer support experience."
In reference to Taylor's public complaint, Microsoft added that it had taken action to fix the situation for her. "While we do not ordinarily comment on specific cases, Microsoft can confirm that the account in question has been reinstated to its rightful owner and all unauthorized charges are being refunded in full.”
Susan has updated her Tumblr page concluding her customer support nightmare. She says that she will use her name to help bring other people's cases of Xbox Live fraud to the public.
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Comments
Comedykev 9 Jan 2012 14:30
1/3
Really, so are Microsoft going to "fix the situation" for everyone??? I think not!!!
To think that a users log-in e-mail address & passwordis the same as their hotmail accountis beyond me!!!
To think that a users log-in e-mail address & passwordis the same as their hotmail accountis beyond me!!!
shane360 9 Jan 2012 16:55
2/3
I too was hacked on the 31st Dec, reported to MS but took 3 days to lock down, but I now watch daily as my breached gamertag goes on and off line, I even have a gamertag name that asked if I'd been hacked??? when I checked they were playing FIFA 12 but when I told Xbox and asked if they wanted this name they said no!!!! meanwhile all I read is its phishing phishing phishing.. wel lI can tell you this its Bull Bull Bull,, but mugs actually accept.. just think if a game company can twist the truth and lie in the face of a nation and get away with it what else are we spoon fed
alexh2o 9 Jan 2012 20:19
3/3
I don't want to belittle the nightmare that affected people are going through, but in this instance Microsoft are correct. The attacks are simply phishing attacks, that are being targeted at Live IDs, which are more than just Xbox accounts.
There is a 99% guarantee the accounts are compromised due to user interaction or weak password protection. I work in IT and know all too well about these compromises.
And anyone who thinks there is a cover up should understand the consequences for Microsoft if that were true, to understand why they wouldn't do that. Simply put they would be putting their balls on the chopping block, in a legal sense.
There is a 99% guarantee the accounts are compromised due to user interaction or weak password protection. I work in IT and know all too well about these compromises.
And anyone who thinks there is a cover up should understand the consequences for Microsoft if that were true, to understand why they wouldn't do that. Simply put they would be putting their balls on the chopping block, in a legal sense.