Account Stolen Despite 2FA - Completely locked out of account - Silence from Microsoft

Question

Account Stolen Despite 2FA - Completely locked out of account - Silence from Microsoft

Cristobal Martinez 0

I will be clear and try to keep my anger out of this. My account, despite having 2FA attached, was stolen from someone in spain last week. They managed to login, DESPITE me having 2FA on my account....they also managed to change the primary account information, remove security checks, removed secondary recovery email and removed the useless 2FA all within the span of about 5 minutes according to the email threads I got. They managed to do all of this and locked me out of saying No to ANY of it when I woke up the next morning. I tried to get my account back and of course the person who stole it declined the request I made....Microsoft gladly complied and rejected my attempt to get it back.

So I pushed through account recovery...it was successful after 48 hours. I had the account for less than 10 minutes before it was disabled. After it was disabled, my request to change the contact information back was all rejected. My synced accounts on 2 devices ceased to work properly. All the Microsoft stuff I paid for of course stopped working. My m365 stopped working. I lost access to my onedrive. I lost access to EVERYTHING. Meanwhile every attempt to regain control of my account was denied and finally the FINAL insult. I followed the sign in helper and followed the prompts and filled out the account recovery...I got an email saying "Because the contact is the same as the sign in, it may not work"...I had access to the email address in question so I didn't think much of it. I waited 2 DAYS! No word...my machines barely work. Constant crashes because of the attempts of trying to sign in nonstop. Unable to swap it over to a new account. Lost all my data....etc. So i had to go out and setup a new M365 so I can ACTUALLY WORK. More money spent..

So today I try AGAIN to recovery the account and look at that! It was BLOCKED. I have ZERO RECOURSE HERE. What the ACTUAL HECK AM I SUPPOSED TO DO! You all let this person login without the 2FA, you let them strip EVERYTHING from the account without so much as a pause. A pause I WILL REMIND YOU that I WAS FORCED TO DO when I recovered the account! Then on top of it all you DISABLED MY ACCOUNT despite admitting in the recovery that it appears to have been compromised. And now you are blocking my absolute last recourse of account recovery. Leaving me utterly SCREWED.

What the heck Microsoft. Seriously WHAT THE HECK ARE WE SUPPOSED TO DO HERE. You let them in W/O NEEDING THE MFA. What is the POINT OF HAVING IT!?

Cristobal Martinez 0 Reputation points

2026-08-11T20:29:10.6233333+00:00
an update to show just how far microsoft has fallen.
I was told to contact chat. I did so. They sent me to the account recovery form. I filled it out.
This is the response:
At Microsoft, safeguarding your account is a top priority. We have thoroughly investigated the account and billing activity associated with your Microsoft account and confirmed that unauthorized access occurred. To protect your information from any further unauthorized access, we have suspended the account.

Unfortunately, due to the unauthorized activity on the account, we are unable to restore access to the account with the information provided. While the account is secured, data and content associated with it are not accessible. We know this may be difficult news, and we are sorry for the disruption.

If you have an XBOX profile associated with this account, you may submit a new case with your Gamertag and XBOX network device ID so the information can be reviewed. If you provided these details previously, please double-check them and enter them exactly as they appear, since even a small difference will prevent a match. Please note that providing these details does not guarantee that the profile or its content can be recovered.

To find your XBOX Network Device ID:

On an XBOX Console, go to Settings > System > Console info and use the XBOX network device ID.

On a Windows PC, open the XBOX app and go to Settings. Click About, and use the XBOX network Device ID. If you are unable to access the XBOX app, on your PC, go to Settings > Privacy & Security > Diagnostics & feedback > View diagnostic data, then search for "xbl" and use the value labelled "did".

Thank you for your understanding and patience during the investigation of your account.

But since enabling that on my PC requires ME TO BE LOGGED INTO MY ACCOUNT WHICH IS LOCKED. I can't do it. I respond...and this is what I get back.

Thank you for reaching out. This case was previously closed as it was either resolved or closed due to non-response after multiple contact attempts. In both situations, a closure email explaining the reason would have been sent to you. If you require further assistance, please open a new case by visiting hxxps://support.microsoft.com/.

This is pure utter a complete garbage.
Cristobal Martinez 0 Reputation points

2026-08-11T20:30:23.6633333+00:00

Silence silence and more silence. Nothing but silence and AI trash responses and more silence. My account was stolen. My MFA was ignored and Microsoft just doesn't give a damn does it? Loops and loops and loops and loops and loops and go here, fill this identical form you already did out and BAM! NO EXPLINATION NO NO NO NONONO.

I'm so sick of this.
Cristobal Martinez 0 Reputation points

2026-08-11T23:28:46.47+00:00

Nobody has the courage the respond? Ok then. Zero recourse. Nonstop immediately closure of tickets submitted. Useless chat. Useless supervisors. Useless process. Useless people.

Your answer

Cristobal Martinez 0 Reputation points

2026-08-11T20:30:23.6633333+00:00

Silence silence and more silence. Nothing but silence and AI trash responses and more silence. My account was stolen. My MFA was ignored and Microsoft just doesn't give a damn does it? Loops and loops and loops and loops and loops and go here, fill this identical form you already did out and BAM! NO EXPLINATION NO NO NO NONONO.

I'm so sick of this.
Cristobal Martinez 0 Reputation points

2026-08-11T23:28:46.47+00:00

Nobody has the courage the respond? Ok then. Zero recourse. Nonstop immediately closure of tickets submitted. Useless chat. Useless supervisors. Useless process. Useless people.