Microsoft

Hello,My name isKaisa and I work for Skype Customer Relations OfficeMy duties includeresponding to customer complaintsI receivedyour complaint via Revdex.com saying that you have experienced issues with SkypeI’mvery sorry to read that and I will gladly assist you further.All Skypesubscriptions are recurring by default but can be cancelled at any timeThisis stated in Skype Terms of Use and also during the purchase flowPlease go tothe FAQ page for detailed instructions for cancellations and refund: https://support.skype.com/en/faq/FA1881In order tocancel your subscriptions or Skype Numbers you need to sign into the correctaccount on skype.com and choose “sign in” and go to the my account pageTherejust on the left side click on the subscription and then choose “cancelsubscription”.To cancelthe Skype Number, click in the middle of the page on the Skype Number tab andchoose Skype Number “settings”Then “cancel Skype Number”.Pleasekindly let me know what kind of issues are you experiencing when you try tocancel the subscriptions and we will look into it?You can getin touch with Skype Customer Service when you follow the instructions providedon our support page here: https://support.skype.com/en/faq/FA1170Please visitSkype Support page for any assistance you need: https://support.skype.com/en/I hope thisresponse has been helpful.Weapologize for any possible inconveniences caused by this.Iappreciate your patience and understanding.Kindregards, Kaisa CustomerRelations OfficeSkype

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 12432769, and find that this resolution is satisfactory to meI delayed responding until I could make sure our account was secureIt was addressed the day after I lodged my complaintWhile I am still unhappy with the treatment we received, I am satisfied that the issue was finally addressed, resolved, and we were able to regain access to our account Sincerely, Christina H***

Complaint: [redacted] I am rejecting this response because:The enforcement states there was a theft, there still is no proof of this theft This is my account and my son is on it As a paying consumer, have the right to know what the theft involved If this is theft of my information, then you as the company is in violation of my privacy and account information.There needs to be a better way to communicate with consumers in these types of situations Sincerely, [redacted]

Dear [redacted] ,Thank you for contacting Microsoft Corporation via the Revdex.comWe are sorry to hear about your experience with your GamertagThe Xbox Listening and Advocacy team has thoroughly investigated this issue and would like to provide you with some informationThe original agent you worked with tried to prove your account ownership of the account in question, but was unable to do soOur goal in the owner verification process is not to block you from accessing your account, but to protect your account from attackers trying to access your accountSince you have been unable to prove your ownership of this account, we consider this matter closed.You can review the full Terms of Use at: http://www.xbox.com/en-US/Legal/LiveTOUSincerely,Microsoft Corporation

Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Microsoft Surface Using the information you provided, we were able to locate your account and create a new service request for your issue 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 responding regarding concerns with a recent charge to your account We apologize that we are unable to verify your account or locate your service request with the information provided in your claim We would like to assist in investigating your claim, however without a valid service request number we are unable to take further actionIn the future, if you can find or create a service request for this issue, please update your claim with that number and we will be happy to help Sincerely, Microsoft Corporation

Initial Business Response / [redacted] (1000, 5, 2014/08/25) */ Dear ***, 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 callsWe 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 itTherefore, 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] @yahoo.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 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 your devices you use Skype on, uninstall any suspicious third party apps and close any remote access slotsPlease 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 any charges made by the third party were reversed and is back on your bank account 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 [redacted] we can unblock your Skype accountPlease let me know by either replying to the Revdex.com complaint you initiated or email me directly under ***@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 / [redacted] (3000, 7, 2014/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your assumptions that a Trojan/malware/malicious app was installed on my PC are wrong, because I only use Skype to go phone numbers, don't login on my PC to Skype and have automated credit card payment set up to refill the accountI also have multiple malware and antivirus software installed on my machineBottom line, the likelihood of someone getting passwords from me is extremely low without me logging into my Skype account, which I don't doThe issue I am having is wiht competency of your Fraud Investigators who keep sending me automated emails to re authenticate which I've done more than times already, yet keep hearing my info is wrong, but not telling what info, nor offering me a way to call you to verify the info by phone or some other more interactive way (obviously I can't use Chat as I can't login)Fraud Investigators that responded had different names and all this was by email, so they seem to have no idea what is going on nor what's not being authenticatedThe experience is extremely frustrating and not customer friendlyBecause of this I will likely be switching to Google Voice which offers same service at the same cost and sharing my experience with othersIf you want to respond to me directly, please email to my email on Skype account, [redacted] Thanks Final Business Response / [redacted] (4000, 9, 2014/09/04) */ Dear ***, Thank you for your reply I completely understand how frustrating this whole experience has been for you and thank you again for all your patience in dealing with this, also for voicing your concerns related to the unblocking 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 can see you have been in contact also directly with our Customer Services team, who has in the meantime unblocked your Skype account on August 25th Thank you again for all your patience in dealing with this Kind Regards, [redacted] Customer Relations Office Skype

Dear [redacted] ,Thank you for responding regarding your complaint We apologize that we are unable to verify your account or locate your service request with the information provided in your claim We would like to assist in investigating your claim, however without a valid service request number we are unable to take further actionIn the future, if you can find or create a service request for this issue, please update your claim with that number and we will be happy to help If you have not yet contacted support, you can reach Xbox support at [redacted] between the hours of 6:00AM - 10:P.MPacific Time, days a week including holidays Sincerely,Microsoft Corporation

Complaint: [redacted] I am rejecting this response because: I have already tried every instruction listed in an email that I just received from MicrosoftNothing works to make the computer work properlyMost importantly, the company is still refusing to offer a refund, and they have not delivered what was promised Microsoft had a chance to remedy the matter in March when they told me by email that they would be sending another computerThey did not follow upI request nothing less than a full refund with the ability to send them the machine immediately Considering that I have suffered from losing a lot of work and time (the computer would fail regularly mid-project), I have suffered enough, and also needed to make other arrangementsIn addition, I work globally, and Microsoft does not have global supportDespite any advertising claims and/or presentation of international stores, the Sydney store was not willing to help me when I needed help (back in January) and said that in order to get any help I would need to send the computer back to the USA, which for me would incur time without a computer and expenseNo option for a replacement computer was mentioned at that timeI then tried to have a local tech consultant help, who tried a series of things, but nothing he did workedAfter that, I contacted Microsoft again, and after many hours of sifting through different call centers was put in contact with Bryan who was the tech agent who said that I would be sent another computer, and did not do soI have wasted an enormous amount of time and suffered a great deal of grief, and financial loss from purchasing this computer and all I want is a refund Sincerely, [redacted]

Dear [redacted] ***, Thank you for responding regarding this issueAs previously stated, we are unable to locate a valid service request number, and therefore unable to investigate this issueIf you have a service request number, please provide it in your next e-mail, or visit support.microsoft.com to have a service request opened for youWe apologize that we are unable to help until the requested information is provided Sincerely, Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with Windows With the information provided in your claim we were able to locate your account and service request for this matter, and see that you have been in contact with an agent to work toward a resolutionThe agent is still waiting on your response to his most recent e-mail, sent on 5/9, requesting your preferred callback date and timePlease reply directly to his e-mail with the requested information at your earliest convenience and at that time he will be happy to provide further assistance.Sincerely, Microsoft Corporation

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

I am writing to update Complaint # [redacted] This complaint has been resolved by the company Thank you, Thomas

Dear [redacted] ,Thank you for contacting Microsoft Corporation via the Revdex.comWhen a device has been tampered with in any way, Microsoft cannot guarantee that the console will be able to be repaired by the service center to a satisfactory condition due to whatever actions have been taken on it by someone other than a service center technicianDue to this, the warranty becomes void when our service center receives a device that has evidence of tamperingAt this time, Microsoft considers this matter closed.Sincerely,Microsoft Corporation

Complaint: [redacted] I am rejecting this response because: The response is a form letter, sent months later, that does not attempt to address the issue at allSincerely, [redacted] ***

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding this issueAs stated previously, we have offered all possible options for resolution, which have been rejectedIf you would like to accept the agent's offer, please reply to his most recent e-mail and he will be happy to helpOtherwise, we are unable to provide further assistance and consider this matter closed We appreciate your time and have recorded your feedback Sincerely, Microsoft Corporation

Complaint: [redacted] I am rejecting this response because: No solution was offered.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is NOT satisfactory to me Skype continues to charge my credit card for service which I am not usingThey deliberately make it impossible to cancelThere is no phone number and there are Youtube videos out there made specifically to help in cancelling Skype I have tried to cancel and cannotSincerely, [redacted] ***

Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding access to 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 If you have not yet contacted support about this issue, visit support.microsoft.com Sincerely, Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Office issueThe Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution Sincerely, Microsoft Corporation