Someone has hacked into my Hotmail account and changed the password, contact mobile number and secondary email adress. I'm getting the error message:
That password is incorrect. Be sure you're using the password for your Microsoft account.
I've then tried to go through the reset procedure which won't work because his details are now there for the mobile number and secondary email address, not mine.
I then hit the link 'Can't Use Those' that takes you to the Validation Form and filled it out but I then had a reply back saying it would be ignored because Two Step Validation had been turned on. I did not set up Two Step Verification, the hacker has done it now his contact details are in there.
I then got onto Live Chat help who after explaining everything I'd tried and the situation, said it had to be elevated to Level 2 and directed me to another form where I put in loads of detail of everything I had tried and the full transcript of the Live Chat. He was very reassuring and said this would be resolved"100%" his words.
I then got another response from that Escalation Form saying that there was still nothing that could be done and to refer to the first response and to basically stop causing confusion! Obviously not what I was expecting after the what the guy on Live Chat had said.
I've been back on to Live Chat help this morning because I started to help my wife set up her Two Step Verification and as part of the process it says:
WARNING
Your alternate contact info helps keep your account secure, so if it's no longer current, you need to update it. You can provide new contact info and mark out-of-date email addresses or phone numbers to be deleted. Important Please note that we don't fully delete any of your old info for 30 days, and you won't be able to sign in to your Microsoft account with the new info you add until the 30 days have passed. We're sorry for any inconvenience, but this waiting period helps to deter hackers from updating your security info and gaining access to your account without your knowledge.
So I'm hoping that my details are all still there and the account can be recovered from the hacker?
This all started on Thursday and I was able to see the hackers email and mobile number that he'd replaced with mine:
email: *** Email address is removed for privacy ***
mobile: +44 7553646098
The person on live chat this morning has advised me to complete another Escalation form here:
click me -- Microsoft account – Trouble signing-in
And to also post the problem here as the Senior Microsoft Moderators will help.
I'm hoping my details are all still there because of the 30 days and how can I go about validating that I am the real owner of the account.
Please help!!!
Thanks
S
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