Account hacked and card used

electricsheep17

My Microsoft store account was hacked a few days ago and someone made three purchases of games for themselves using my debit card.

Thankfully I managed to change my password quickly and cancel my debit card, but not before £185 was spent.  

Microsoft are repeatedly telling me that "Our refund policy doesn't allow refunds for digital game products that have been played or consumed.  Thanks for understanding." and my bank are saying there's nothing they can do, and I need to take it up with Microsoft.

Is there no protection for you if your account is hacked and money is spent?  What are my rights here?

JamoLew

If Microsoft were truly hacked then yes - I would imagine they would reimburse you.

However, it is much more likely that your account was compromised via poor security on your behalf

Change passwords etc especially if anything has the same one (which it really shouldn't) and enable 2 factor authentication if possible

Aylesbury_Duck

electricsheep17 said:

My Microsoft store account was hacked a few days ago and someone made three purchases of games for themselves using my debit card.

Thankfully I managed to change my password quickly and cancel my debit card, but not before £185 was spent.  

Microsoft are repeatedly telling me that "Our refund policy doesn't allow refunds for digital game products that have been played or consumed.  Thanks for understanding." and my bank are saying there's nothing they can do, and I need to take it up with Microsoft.

Is there no protection for you if your account is hacked and money is spent?  What are my rights here?

That depends on two things.  If the hack was a result of a flaw in Microsoft's security, then you should be protected by Microsoft who should reimburse you.  If the hack was a result of a flaw in your own security (e.g. simple password, password used across multiple accounts, etc) then you're only protected if you bank with an institution that offers that protection.

born_again

If you did not make the purchases then you can claim it back as fraud via your debit card. You need to talk to the fraud team, not frontline staff. 
If they say NO. You need to cite Payment Services Directive & unauthorised debits.
Be prepared for Microsoft to contest, as they came via your account. But if they can provide ip addresses of your connections & the purchases that  are different then that back up your case.

MattMattMattUK

born_again said:

If you did not make the purchases then you can claim it back as fraud via your debit card. You need to talk to the fraud team, not frontline staff. 
If they say NO. You need to cite Payment Services Directive & unauthorised debits.
Be prepared for Microsoft to contest, as they came via your account. But if they can provide ip addresses of your connections & the purchases that  are different then that back up your case.

Most of the gaming platforms, Microsoft, Sony, Nintendo etc. will suspend and then cancel your account if you issue a chargeback against them so I would not really recommend that route. I would first go down Microsoft's fraud department and if the access was not from one of your devices then they will likely help you.

However the first question to ask is do you have a child who could have done this, or have you ever given a friend access to your account?

jon81uk

Try contacting your bank.

I had a similar thing recently with Papa Johns pizza account being used without my authorisation and the bank are trying to reverse the transaction for me.
I also reported to Action Fraud.