See G. under the agreement

We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. This refund policy does not affect any statutory rights that may apply. For more refund information, please visit our help topic.

They are under no obligation to transfer credit from one account to another. You messed up by forgetting the login information, and now you're paying for it. Be careful in the future, and remember account information that has monetary value attached to it.

Forest wrote See G. under the agreement

We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. This refund policy does not affect any statutory rights that may apply. For more refund information, please visit our help topic.

They are under no obligation to transfer credit from one account to another. You messed up by forgetting the login information, and now you're paying for it. Be careful in the future, and remember account information that has monetary value attached to it.

Damn dude. Call the police ;)

Have you tried getting a different to see if they will help you? When I was on Xbox a few years back, I had changed my password and a few weeks later I couldn't for the life of me remember it. I contacted customer support and explained the situation, in which I had to provide additional information to prove the account was mine, fine no problem. I provided what they needed and the agent told me that my account was going to be put on hold for 2 weeks during this time, which I felt shouldn't have mattered at all and asked if they could avoid that. The agent said no nothing could be done, that's just how it is. After a while I gave up and accepted it. 30 minutes later, I contacted customer support again, got a different agent and explained the problem to them, they told me the other agent shouldn't have done that since I provided the proof needed and they were going to reverse it. Within a few hours, my account was able to be logged into.

For you, try a different agent. Literally the last thing they said to you "yes" makes it sound like they don't care enough about their job and just wanted to shut you up so they can go on with their day. Try and get other agents to talk to and see if you find someone who is more helpful and may even give your refund. Best of luck with this!

I don't see why they wouldn't as long as you could prove the account was yours. Even if you lose the password you can still reset it with your email.
Guessing you forgot the email or lost access to it?

So what's the story here? From the comments I gather you forgot your login details and the money was on that account and for whatever reason you can't recover the account?

If that is the case, I see nothing wrong with what Microsoft is doing. Sure you may know it's your account, but take it from the eyes of a third party. You have a guy saying this account is his, yet he doesn't know the log in details and can't answer security questions to recover the account. Does it sound like the account is actually theirs? Not really. If that's not the case, what's the full story as to why you lost the money?

002 wrote So what's the story here? From the comments I gather you forgot your login details and the money was on that account and for whatever reason you can't recover the account?

If that is the case, I see nothing wrong with what Microsoft is doing. Sure you may know it's your account, but take it from the eyes of a third party. You have a guy saying this account is his, yet he doesn't know the log in details and can't answer security questions to recover the account. Does it sound like the account is actually theirs? Not really. If that's not the case, what's the full story as to why you lost the money?

TaigaAisaka wrote Have you tried getting a different to see if they will help you? When I was on Xbox a few years back, I had changed my password and a few weeks later I couldn't for the life of me remember it. I contacted customer support and explained the situation, in which I had to provide additional information to prove the account was mine, fine no problem. I provided what they needed and the agent told me that my account was going to be put on hold for 2 weeks during this time, which I felt shouldn't have mattered at all and asked if they could avoid that. The agent said no nothing could be done, that's just how it is. After a while I gave up and accepted it. 30 minutes later, I contacted customer support again, got a different agent and explained the problem to them, they told me the other agent shouldn't have done that since I provided the proof needed and they were going to reverse it. Within a few hours, my account was able to be logged into.

For you, try a different agent. Literally the last thing they said to you "yes" makes it sound like they don't care enough about their job and just wanted to shut you up so they can go on with their day. Try and get other agents to talk to and see if you find someone who is more helpful and may even give your refund. Best of luck with this!

So what happened to the account?