Microsoft

Hello,My name is Kaisa and I work for Skype Customer RelationsOffice. My duties include responding to customer complaints.I received your complaint via Revdex.com saying that you haveexperienced issued with Skype. I’m very sorry to read that and I will gladlyassist you further.I have checked our reecords...

and can see that the voucher wasvalid for 1 year. After reviewing your case I have decided to provide you withthe Skype Credit goodwill voucher.Please accept the voucher:[redacted]You can redeem the voucher code by signing into your accounthere: www.skype.com/go/voucherPlease copy and paste the voucher code as provided above.Please redeem the voucher before December 25, 2015.I hope this respons has been helpful.We apologize for any possible inconveniences caused by this.I appreciate your understanding. Kind regards, Kaisa Customer Relations OfficeSkype

Initial Business Response /* (1000, 5, 2014/10/01) */
Dear [redacted],
My name is [redacted] and I am contacting you from the Customer Relations Office at Skype; your complaint to the Revdex.com was forwarded to my attention.
I am very sorry to hear that you have not been able to get...

back access to your Skype account and I will gladly look into this for you.
I have been in contact with our Fraud Investigators who have monitored what has happened on your Skype account and It seems that a third party had gotten access to your Skype . Your account Skype was blocked automatically after our automated script picked up an unusual usage pattern, as blocking your account is the only way to make sure that the fraudsters will not be able to start making calls from your account.
Your Skype account is also currently in a restricted status, which means you can still make Skype-to-Skype voice and video calls, but no paid calls. We will remove the restriction form your Skype account as soon as you have changed the password on your Skype account, to make sure you will be the only one having access to it. Therefore, to un-restrict your Skype account, please change your password by following the steps on the following link:
http://www.skype.com/go/forgotpassword
We have also changed the registered email address on your Skype account to the one you had on your Skype account prior to the account takeover, so please use this email address ([redacted]@covansys.com) when going through the password reset.
Please let me know by replying to this email once you have been able to change your password and we will take off the restriction from your account.
Now, our Fraud Investigators have monitored the data and accesses to your account very carefully and we can see from our records that your account was accessed with the correct credentials as we see no previous failed attempts to login to your account which would indicate the person could have just tried to guess the password, nor is there any trace of brute force attack to get access to your account. That can be a clear indication that a Trojan/malware/malicious app or a hidden information collector has been installed on one of the devices you're using Skype on, which sends information to a third party who can use this information abusively. We strongly recommend you to run all possible security checks on your devices you use Skype on, uninstall any suspicious third party apps and close any remote access slots. Please visit our security page for more information on how to protect your Skype account and stay safe online: http://www.skype.com/intl/en/security/.
We can also confirm that none of your information was compromised, as we do not save a full Credit Card number under your profile anywhere.
I completely understand how frustrating this whole experience has been for you and thank you again for all your patience in dealing with this process. Please rest assured we take the feedback we get from our customers very seriously to make our services and processes more customer friendly without compromising in security and privacy of our customers. Any feedback you give us will be an immense help towards identifying the weak spots in how we support our customers and improve our services.
I hope that my email helps to shed some insight into what has happened and I will be waiting for your reply with the confirmation that you have been able to change your account password ** we can unblock your Skype account. Please let me know by either replying to the Revdex.com complaint you initiated or email me directly under [redacted]@skype.net (FAO [redacted] into the subject line).
Thank you again for all your patience in dealing with this!
Kind Regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I left covansys and the email is not valid anymore. [redacted]@covansys.com will not work. Please use [redacted]@hotmail.com or [redacted]@yahoo.com to fix the issue.
Final Business Response /* (4000, 9, 2014/10/13) */
Hello,
Thank you for your reply.
We have changed the email address upon your request to [redacted]@yahoo.com.
Please kindly change the password on your account as soon as possible in order to get back full access.
You can change the password by following the indtructions here: https://login.skype.com/recovery
Please let us know once the password is changed and we can completely open the account again.
I hope the response has been helpful.
Again, we apologise for any possible inconveniences caused by this.
I appreciate your patience and understanding.
Kind regards,
[redacted]
Customer Relations Office
Skype

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with Windows 10.  The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution.
Sincerely,
Microsoft...

Corporation

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding account recovery issues.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have...

provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance.
Sincerely,
Microsoft Corporation

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com. In reviewing your service requests, it was found that the promotion you are referring to had specific requirements. They are listed below.
To determine if you're eligible to receive the Gears of War:...

Xbox 360 Collection, please read over the following bullets: 
You must have played Gears of War: Ultimate Edition while connected to Xbox Live before Dec. 31st 2015. If you played after that date, you will not qualify for this offer.
If you are located in Japan, Germany, or China, you do not qualify for this promotion. Additionally, if you are located in a non Xbox Live supported region, you will not qualify. For a list of supported Xbox Live regions, please check our Xbox Live Countries page. We are sorry for any inconvenience or confusion surrounding this.
If you are under the age of 17 or have set your birth date incorrectly on your account (Example: December 12th 1899), you will not qualify for this offer. Your account must be set up correctly to reflect your accurate birth date. To check the birth date on your account, head over to your Personal Info page on your account.
According to our records, you did not download Gears of War: Ultimate Edition until the middle of January.
Due to this, Microsoft considers this matter closed.
Sincerely,
Microsoft Corporation

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com regarding the incorrect language being shown when receiving messages. The Global Escalation Services team will investigate this matter and contact you directly to work toward a...

resolution.Sincerely,Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because:There is no such thing as a claim number. This complaint is in response to Microsoft's continuing failure to stop the spam mail coming into my junk mail folder.
Sincerely,
[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with charges on your account.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the...

information you have provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance.
Sincerely,
Microsoft Corporation

Complaint:...

[redacted]
I am rejecting this response because: I want to get this issue resolved. Microsoft is saying they will contact me directly. Having talked with Microsoft repeatedly, I have no confidence that Microsoft will resolve this issue. When and if they do, I will close this complaint.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  They want me to update the complaint with a case #.  My case number is [redacted].  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  they did not answer my response, they are referring it elsewhere.  I require resolution and reimbursement for repairing my computer that the Windows update damaged.Sincerely,[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding the issues you’re experiencing with Windows.  The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution.
Sincerely,
Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your Zune.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have...

provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support about this issue, visit support.microsoft.com. Sincerely,Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because:Microsoft is requesting a service request number to provide assistance (internal tracking number) but wouldn't provide one when I tried to file the complaint through email (rejected as non monitored box) and their web chat (spoke with a 'live' rep that said nothing could be done and the ticket couldn't be elevated. If Microsoft wants an internal tracking number it should assign one to this complaint. Please stop blocking me from contacting my family.
Sincerely,
*

Complaint: [redacted]I am rejecting this response because: While I have a rep that I originally opened this case with. I haven't heard from that person this entire week after I received this email Sunday 12/18/2016 stating I would receive a call back on Monday 12/19/2016.
 
Copy of said email:
 
"Hi [redacted],
 
Hope you are having a great day!
Just doing a follow up to check on the status for your account.
There will be a call back tomorrow on the concern that you had call in abaout.
It has been confirmed that my expert team had the issue investigated.
Happy Gaming!
Thanks so much for being a part of the Xbox Family!
 
RojayXbox Customer Support Get all the latest news, information and support by visiting http://www.xbox.com
"
I need someone to respond asap with a code for the item I ordered. 
 
Sincerely,[redacted]

To whom it may concern, This inquiry can be closed. I received a full refund from Microsoft. Thank you Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello,
Thank you for your email.
The account has been blocked again, because the Credit Card used on the account has been reported to us by the financial institution. Therefore, we have closed the account. Since the issue with your financial institution is still not resolved, the account was...

blocked again.
I advise you to contact your bank, financial institution in order to get the issues with the payment instrument resolved. Unfortunately, until then, the account will be blocked again.
I have issued a refund for the latest Skype Credit order for 10.00 USD and the funds will be returned to your credit card account.
I hope this response has been helpful.
We apologize for any possible inconveniences caused by this.
I appreciate your patience and understanding.
Kind regards,
Kaisa
Customer Relations Office
Skype

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding concerns with your account and gamertag.  We would like to investigate your issue further but were unable to verify your account or locate a service request number within your claim or...

with the information you have provided.  Please update your claim with the gamertag in question, and if you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. 
Sincerely,
Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because: They have not contacted me yet and just because they contact me doesn't mean the problem will be resolved. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it establishes the need to go through Revdex.com to obtain customer support. While the Skype website indicates that support is offered, presumably human, via chat or message, I was not able to access such support. I would consider that a reputable business would offer a means of access regarding improper charges and/or account action by Skype (e.g., charges for a phone line I had canceled; lack of statement provided). I would pay a higher charge for a customer-centric support service. As it happened, I received a (pending) refund when what I wanted was a cogent understanding of the account status. Perhaps Microsoft will one day consider bringing customer service to a point allowing Revdex.com endorsement. Without such service provision I cannot consider Windows-based computers or applications.
Sincerely,
[redacted]