Microsoft

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding concerns with your recent purchaseWe 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 providedThis is a unique 10-digit number obtained by contacting Microsoft Customer SupportIf 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 Microsoft Support about this issue, visit support.microsoft.com Sincerely, Microsoft Corporation

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Dear ***, My name is [redacted] and I am contacting you from the Customer Relations Office at SkypeYour complaint to the Revdex.com has been forwarded to my attention I am sorry to hear that your account has been restricted by Skype and despite being in contact with our Customer Services team, you have been unable to get your account unrestrictedI will 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 I have also gone through your conversation with our Customer Services, as well as compared the verification data you have sent with our backend data and as there has been enough information provided to be able to verify you as the account owner, we have now removed the restriction from your accountYou can continue using your Skype accountPlease understand that it is absolutely necessary for us to verify the identity of the person asking to get a Skype account, that has been hacked into, unrestricted, as we need to be sure that we are opening the Skype account to the rightful owner and not the fraudsters 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 accountThat 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 abusivelyWe strongly recommend you to run all possible security checks on all of the devices you use Skype on, uninstall any suspicious third party apps and close any remote access slots I do completely understand how frustrating this whole experience has been for you and thank you again for all your patience in dealing with this processPlease 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 customersAny 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 thank you for all your patience and understanding dealing with this If you should have any questions in the meantime, please don't hesitate to contact me directly under ***@skype.net, I'd be happy to help Kind Regards, [redacted] Customer Relations Office Skype Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently my account was finally verified and unrestricted, which means it is returned to me with the full use of it, after what may have been a hacking incident

Complaint: [redacted] I am rejecting this response because: I'm not accepting anything until this is resolvedReference number # [redacted] I was given on December 25, by Louis at Xbox MicrosoftPlease resolve this issue immediatelyI'm tired of waitingThis so far has been a waste of my money spent for my child that can't play any games including LEGOSSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:On day 1, I had provided the receipt id I had described everything carefully and clearly in the original messages.And I got message from Microsoft asking about the very basic information They were not helping.And still they don't fulfill the warranty liability My request is either 1) Have current device repaired with data integrity maintained; Or 2) have files recovered (a reasonable data recovery fee is acceptable) and a new device exchanged."Warranty is not honoredI purchased the device, used it for total hour with care and "respect", and it failed completelyNot only I need to pay for data recovery service, but also I will lose the device's $warranty valueMy Surface Pro was bought June, After ten days usage (totally hour), it couldn't power upWith ABSOLUTELY NO damage from outside, this surface pro just failed completelyI've been to Microsoft Store in valley fair, and another store in StanfordThe conclusion from store specialist and manager was "very likely the firmware problem, it happensAnd it can not be repaired since screen doesn't light up." Because of the important files saved in the device, I chose to have data recovery service from Microsoft Store for $But I was told, in that case, they won't honor the warranty because the device would be brokenIn other words, when they break the device in order to recover data, they blame customer for breaking it and cancel warrantyI can hardly think that's reasonable, I just need data recovery service, and whether they need to break anything has nothing to do with meThe fact that they need to do certain things to recover the data is totally a matter of the quality of Microsoft's manufacture and repairing skillI, as a customer, should not be held accountable for anything they do, by any meansI asked about the reason politely, and the answer was even more frustratingI was told, after returned, the malfunction device still has re-sell value after being repairedIn other words, Microsoft's logic is, if they can't resell the malfunction device they would hold customer accountable for company "loss"No wander why my "new" Surface Pro failed completely within hour usageMicrosoft Store (Valley Fair, San Jose) claims Microsoft definitely has no way to recover dataMicrosoft Store (Stanford) gave me options of file recovery, I appreciate that they've tried to help Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I already told Microsoft the following, they cannot search for my Windows order? It should be easy: The only Microsoft number I have is this: Order number: [redacted] Order date: April 10, Sincerely, [redacted]

Dear Ms***,My name is [redacted] and I work for Skype Customer Relations OfficeMy duties includeresponding to customer complaintsI receivedyour complaint from Revdex.com that you have experienced issues with SkypeI’m verysorry to read that and I will gladly assist you further.Pleasekindly let me know the Skype name you are experiencing issues with and I willgladly look into this.I will bewaiting for your reply in order to assist you further.Weapologize for any possible inconveniences caused by this.Iappreciate your patience and understanding.Kindregards, [redacted] CustomerRelations OfficeSkype

Complaint: [redacted] I am rejecting this response because: the business has not provided me with complete details including evidence of what took place on my year old son's account and I have not received a refund of all my purchases on the accountA company should not be allowed to take a consumers funds without providing a valid explanantion instead of a generic responseAfter several attempts, the only information I can receive from Microsoft is that the account was banned due to a violation of termsI would like to know what exactly occurred including date, time and additional details so that I can correct the behavior on my end so that my son does not run into this issue again since he enjoys using the Xbox productsI dont want to waste any additional money the terminology used is generic and is not legible enough for a non gaming person such as myself to interpretSo I am rejecting the response once again because the Enforcement Team they refer to does not have contact information and I have paid Microsoft 100s of dollars not the hidden unreachable Enforcement Team to be provided with services and productsThere was not warning given to an adult or email sent the account was banned permanently with no notice and 100s taken with no rights to a fair appealSincerely, [redacted] ***

Hello,My name is Kaisa and Iwork for Skype Customer Relations OfficeMy duties include responding tocustomer complaints.I received your complaintvia Revdex.com saying that you have experienced issues with SkypeI’m very sorry toread that and I will gladly assist you further.I have checked our records and there is nodescribed amount charged on any of the Skype accounts linked to the emailaddress provided.Please kindly contact Skype Customer Service inorder for them to start an investigation.Information how to contact Skype CustomerService can be found here: https://support.skype.com/en/faq/FA1170I hope this response has been helpful.I will be waiting for your reply in orderto assist you further.Kind regards, Kaisa Customer Relations Office Skype

Complaint: [redacted] I am rejecting this response because: It's months after the factBut, yesThe solution to my issue was one of given to me by of the Microsoft customer service agents I spoke toBut I'm not giving them creditEssentially, one of my Army buddies (an IT Soldier) told me which solution was realWith his guidance, I delivered a cause and effect narrative to the last agent that I spoke toThe customer service agent remoted into my computer and fixed my issueBut that's less to do with Microsoft and more to do with my buddy's technical competenceMy issue was resolved, but I reject both Microsoft's apology and any direct line drawn from their "help" to the solution for my issueI know Microsoft's IT department was overloaded during their Windows roll out, but that's self-inflicted and not a reason for poor service or wrong informationHonestly though, I don't want anything else to do with Microsoft concerning thisI'm actually taking classes right now so I can switch from Windows OS to Linus OS altogether by Sincerely, [redacted] ***

Revdex.com: Hi, This is an old complaint that was satisfactorily resolved in the fall of [redacted]

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with Skype 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am including the needed information for outlook to investigateI called in August 8, and was given the following case numbers- # [redacted] and [redacted] by your team, but was only told to block this personI have done that along with changing my phone number about times I went without internet at my home for seven months and had to cancel my home phone to stop the constant calling My husband requested help too on 8/9/and was given the following number- [redacted] This identifier was also used in the subject of emails received from outlook- SRX [redacted] ID - SRX [redacted] IDBelow is the body of the email that my husband sent directly to outlook to report my identify being stolen as well as the threatening emailsThis situation has escalated to receiving calls from this personWe need outlook to provide the identifying information to the Picayune Police department, as it has been requested through a subpoena My assigned investigator has called on numerous occasions, and has been told time and time again that outlook will provide only to keep us waitingalso the initial information given to us was insufficient, and when the police contacted outlook they were told they did have the information, and did not understand why it was not releasedWhen asked when the information would be released, they were told it would be released whenever outlook feels like it I will be sending a follow up email with the Picayune Police case identifier, so you can also follow up on their request as wellPlease know that both of my daughters are being harassed by this person as well One is years old and the other I need outlook's help to stop this person We know that there is a gmail account and phone number associated with the accountWe are kindly asking for this information to help authorities identify this personI also want you to know that a credit card account was falsely opened under my name as well, and our bank account has been compromised on several instances We are asking outlook to provide the needed information for the authorities to continue their investigation and determine who is behind this and stop themSincerely, [redacted] ***Dear Outlook Team,I am writing very concerned as someone has falsely created an Outlook email account under my wife's name and is sending emails that are hateful and harming to us, family and friends We called your support department immediately to report the identify theft and request that that the source be identified and account closedWe were informed that the account could not be closed because it really does not belong to her I find this completely inexcusable as this person is using my identity and posing as her using an outlook account This person most likely hacked into our devices to obtain personal information and is sending harming emails, messages, etc pretending to be my wife She was given two case numbers # [redacted] and [redacted] by your team, but was only told to block this personWe contacted my wife's email provider and I am forwarding their response for your prompt and accurate resolution of this matter I am also attaching the extended header of the email sent I am asking that this account be closed immediately and the source be notified immediately that of the implications of the continued efforts of harassment, cyber bullying, identity theft, invasion of privacy, hacking, slander and defamation We strongly believe that this account was created in Mexico city by a former associate of my wife who unfortunately is now a disgruntle former employee My family in the past six months has endured a lot from this person in the form of invasion of privacy through different venues We are now seeing that this situation is escalating with this person assuming my wife's identity and sending very inflammatory emails and/or messages In the email received it basically indicates that they have gained access to private family matters and will make them public in the near future We want this situation to cease immediately As you know it is challenging to deal with someone who hides behind the internet, and uses various tools and devices to cause harm We are asking Outlook to please put an end to the usage of this account immediatelyI am also attaching an image showing the phone number that is associated with this account I was very surprised that your customer associate was unwilling to help, so I looked into the account to see what information I could gather to expedite the resolution of this matter I have been a customer of outlook for over years and hope to continue, but this situation has put a strain on my family, and we only wish for the right step to be taken by Outlook and for the account to be closed immediatelyWe formally request that the closure of the account and expedient actions be taken by Outlook to address the misuse of your email system with the given sourceI am hoping this situation comes to a close soon and we are able to get to our lives I look forward to your prompt responseSincerely, [redacted] ***From: [redacted] < [redacted] @email.com>Sent: Tuesday, August 9, 4:PMTo: [redacted] @hotmail.comSubject: Fw: Re: Spam/Abuse Issues [ [redacted] ] Sent: Tuesday, August 09, at 2:AMFrom: "mail.com Customer Support" To: " [redacted] ***" < [redacted] @email.com>Subject: Re: Spam/Abuse Issues [ [redacted] ] Dear ***, Thank you for your messageUnfortunately there is nothing we can do to block this fraudulent account and it's in that case also not possible to trace the real sender of the messagesIf Outlook doesn't want to take responsability for their accounts, we would recommend you to report this case of identity theft to your local authoritiesThey should then contact Outlook's Legal Department and that way Outlook will have to block the accountWhat we would recommend you is to add the email address to your personal BlacklistTo do that, go to "E-mail settings" --> " Blacklist"Emails from addresses on your Blacklist will be moved to Spam by defaultYou can also permanently erase all emails from this contact by creating a personal filter rule ("E-mail Settings" --> "Filter Rules" --> "Create personal filter rule")With kind regards,Your mail.com Support Team On Mon, 8th Aug at 8:pm, [redacted] < [redacted] @email.com> wrote: [redacted] wrote: Dear mail.com I just received a threatening email from a account that has been created under my nameThis account is an outlook accountCan you please assist me in locating the source of this email accountI contacted outlook but they claimed that they can not deactivate the account even though someone is falsely using my name for this account and sending threatening emailsHere is the extended header Return-Path: < [redacted] @outlook.es> Received: from [redacted] .hotmail.com ([ [redacted] ]) by mx.mail.com ( [redacted] ) with [redacted] ( [redacted] ) id [redacted] for ; Mon, Aug 13:40:+Received: from [redacted] by [redacted] .hotmail.com over TLS secured channel with Microsoft [redacted] ; Mon, Aug 04:40:-Received: from [redacted] by [redacted] with Microsoft SMTP Server (version=TLS1_0, cipher= [redacted] _WITH_ [redacted] Mon, Aug 11:40:+Received: from [redacted] .prod.exchangelabs.com ( [redacted] ) by [redacted] .mail.protection.outlook.com ( [redacted] ) with Microsoft SMTP Server (version=TLS1_2, cipher= [redacted] ) id [redacted] via Frontend Transport; Mon, Aug 11:40:+Received: from [redacted] .prod.exchangelabs.com ([ [redacted] ]) by [redacted] .prod.exchangelabs.com ([ [redacted] ]) with mapi id [redacted] ; Mon, Aug 11:40:+From: [redacted] < [redacted] @outlook.es> To: " [redacted] @email.com" < [redacted] @email.com> Subject: [redacted] Thread-Topic: [redacted] Thread-Index: [redacted] == Additional information: Contact email address: [redacted] @email.com mail.com email address: [redacted] @email.com Browser version used: Chrome Last successful login: 08/08/How do you access your account? Webclient (www.mail.com)

Complaint: [redacted] I am rejecting this response because: Microsoft hasn't read my complain and that their answer is not according to my problem My problem is the technical support who brake more my device and asked me to pay for the repairI don't want to pay for their mistake but I can't contact anyone else and the technical support don't want to talk about it (ref [redacted] )I hope that one day, someone in Microsoft company will do something about it Sincerely, [redacted]

Dear ***,Thank you for contacting Microsoft Corporation via the Revdex.com regarding the issue you are having with console connectivityWe 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 providedIf you have a service request number, please update your claim with this number and at that time we will be able to provide further assistanceIf you have lost your service request number, please call 1-800-4MY-XBOX (800-469-9269)Support is available from 6:00AM - 10:P.MPacific Time, days a week including holidays.Sincerely,Microsoft Corporation

Hello ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding charges from Microsoft 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:Microsoft chooses not to provide any prorated refund and continues poor customer service practices, charging for a service that is not usedThey clearly can provide a refund but in their greed they do not want to.Customers should be aware of the poor customer service that Microsoft provides Sincerely, [redacted] ***

Dear [redacted] ,Thank you for contacting Microsoft Corporation via the Revdex.com regarding your son's Xbox subscriptionWe 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 assistanceIf you are unable to locate your Service Request Number but have contacted Xbox Support, please update your claim to confirm the email address associated with your Xbox Live account.If you have not yet contacted support about this issue, please call [redacted] Support is available from 6:00AM - 10:P.MPacific Time, days a week including holidays.Sincerely,Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Destiny issueAfter reviewing your complaint and account history, we will not be able to issue a refund as outlined by our services agreementWe would like to suggest that you contact our frontline support at support.microsoft.com for troubleshootingPlease refer to the snipped quotes below from the Microsoft Services Agreement, Section 9, part (g): “ all purchases are final and non-refundable.” “We reserve the right to issue refunds or credits at our sole discretion.” (https://www.microsoft.com/en-us/servicesagreement) Sincerely,Microsoft Corporation

Hello ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding 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 Skype 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 A service request is a unique, ten-digit number obtained by contacting Microsoft support with your concerns 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 or call 1-800-642- Sincerely, Microsoft Corporation