wraggster
February 8th, 2012, 22:35
Microsoft (http://www.edge-online.com/company/microsoft) claims it has made improvements to the way its support centres handle compromised Xbox Live accounts, and in most cases is returning them to their rightful owners within three days.
The claim comes from Alex Garden, general manager of Xbox Live (http://www.edge-online.com/filter/all/tags/871), in a post on Major Nelson's blog to coincide with Safer Internet Day. He stresses the importance of users being vigilant in their use of personal information online, and says that much is being done at Microsoft's end to ensure its systems remain secure.
The most striking claim, however, concerns how the company is dealing with the recent spate of account thefts. Users have found their accounts compromised and large amounts of Microsoft Points purchased with stored credit card data and spent on virtual goods in FIFA 12's Ultimate Team mode.
"Recovering compromised accounts - in a timely manner - is also a priority and an area where we've made, and will continue to make, improvements," he writes. "We have invested more resources in our account recovery process and as a result, for most new fraud cases we are now able to investigate and return accounts in three days.
"For users who have added strong proofs to their accounts, this may be as fast as 24 hours. We still have a few cases that are taking longer to fully recover and some refunds are still being processed, but we're making great strides.
"We hope our customers are experiencing the improvements first-hand. We do not take lightly the frustrations we've heard from our loyal Xbox Live members and remain committed to addressing and persistently resolving our customers' individual and collective concerns."
If true, it's certainly an improvement on the 25-day timeframe the company was originally giving users whose accounts had been hacked. There are still reports (http://www.neogaf.com/forum/showthread.php?t=461558) on forums (http://www.rllmukforum.com/index.php?/topic/252590-xbox-live-security-issues/page__pid__8429006__st__360#entry8429006), however, from Xbox Live members whose cases are still outstanding more than a month after they first informed Microsoft; clearly, much remains to be done
http://www.edge-online.com/news/microsoft-returning-hacked-accounts-three-days
The claim comes from Alex Garden, general manager of Xbox Live (http://www.edge-online.com/filter/all/tags/871), in a post on Major Nelson's blog to coincide with Safer Internet Day. He stresses the importance of users being vigilant in their use of personal information online, and says that much is being done at Microsoft's end to ensure its systems remain secure.
The most striking claim, however, concerns how the company is dealing with the recent spate of account thefts. Users have found their accounts compromised and large amounts of Microsoft Points purchased with stored credit card data and spent on virtual goods in FIFA 12's Ultimate Team mode.
"Recovering compromised accounts - in a timely manner - is also a priority and an area where we've made, and will continue to make, improvements," he writes. "We have invested more resources in our account recovery process and as a result, for most new fraud cases we are now able to investigate and return accounts in three days.
"For users who have added strong proofs to their accounts, this may be as fast as 24 hours. We still have a few cases that are taking longer to fully recover and some refunds are still being processed, but we're making great strides.
"We hope our customers are experiencing the improvements first-hand. We do not take lightly the frustrations we've heard from our loyal Xbox Live members and remain committed to addressing and persistently resolving our customers' individual and collective concerns."
If true, it's certainly an improvement on the 25-day timeframe the company was originally giving users whose accounts had been hacked. There are still reports (http://www.neogaf.com/forum/showthread.php?t=461558) on forums (http://www.rllmukforum.com/index.php?/topic/252590-xbox-live-security-issues/page__pid__8429006__st__360#entry8429006), however, from Xbox Live members whose cases are still outstanding more than a month after they first informed Microsoft; clearly, much remains to be done
http://www.edge-online.com/news/microsoft-returning-hacked-accounts-three-days