A chat log with Xbox Live Support:
2/13/2014 about:blank
about:blank 1/5
info: at 22:02:19
Please wait for an agent to respond.
The current average wait time is 4 minutes.
Thank you for your patience.
info: at 22:04:19
All agents are currently assisting others. The current average wait time is 4 minutes. Thank you for your
patience.
info: at 22:06:19
All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your
patience.
info: at 22:08:19
All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your
patience.
info: at 22:10:19
All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your
patience.
info: at 22:12:19
All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your
patience.
info: at 22:12:30
Privacy Statement
You are now chatting with 'Josh'
Josh: at 22:12:33
Hello, thank you for contacting Xbox Customer Support. My name is Josh. Please give me a moment to
review your question.
Dick : at 22:12:26
hello
Josh: at 22:13:20
Hi, Dick!
Josh: at 22:13:37
I understand you need help with your gamertag change, is that correct?
Dick : at 22:13:36
yes
Josh: at 22:14:08
I see. Don't worry, we will sort this out together. I will do my best to help you.
Josh: at 22:14:08
Let me pull up your account to best assist you. One moment, please.
Dick : at 22:13:58
okay
Josh: at 22:14:39
May I have the email address and gamertag associated to your account, please?
Dick : at 22:14:46
----------------@hotmail.com
Dick : at 22:14:58
2/13/2014 about:blank
about:blank 2/5
WearyFawn453883
Josh: at 22:15:58
Thank you. Let me check on this for you.
Josh: at 22:17:01
I have your account details pulled up now, Dick.
Josh: at 22:17:16
When did you get the message that you were asked to change your gamertag, Dick?
Dick : at 22:17:47
Today. I was notified my gamertag had been change boy xbox live
Josh: at 22:18:48
It was changed from what gamertag, Dick?
Dick : at 22:18:59
LolPaulWalker
Josh: at 22:22:14
I see. We actually have a dedicated department that acts as the online police for Xbox Live, Dick. They are
the ones that issue force gamertag change, account suspension or bans, and console bans if in case a certain
profile is violating one of the Xbox Live Terms of Use. You may check on their official site to know more
about this.
Josh: at 22:22:23
http://enforcement.xbox.com
Josh: at 22:23:56
You may click on "How-To" to be able to check on how certain processes work.
Dick : at 22:23:46
Okay. but why is xbox live trying to charge me to make a change to my gamertag now
Josh: at 22:25:09
According to the link, regarding a Forced Name Change (FNC), after being issued a Forced Name Change
for an offensive Gamertag, the system will automatically pick a new Gamertag for the user. Thus, it appears
that your gamertag has been changed from LolPaulWalker to WearyFawn453883.
Dick : at 22:25:53
So i do not get to pick a gamertag even though nothing is really wrong with the original gamer tag i was
forced out of
Dick : at 22:27:26
seems xbox live is trying to scam me by forcefully changing my gamertag then trying to charge me $10 to
allow me to pick a gamertag
Josh: at 22:29:41
As much as I would like to be able to provide you with details regarding this case, this is being handled
specifically by our Xbox Live Enforcement team. They are the only ones who have access and can view the
details & specifics of this case.
Josh: at 22:29:42
If you have a specific question about an Xbox One Forced Name Change (FNC), you may start a new
thread in the Xbox One Enforcement Actions forum on forums.xbox.com.
Dick : at 22:30:32
talking to users in a forum will do little good for me to get xbox to lift this bogus $10 fee they are trying to
charge me
Josh: at 22:30:57
2/13/2014 about:blank
about:blank 3/5
You may also check on the site enforcement.xbox.com to know more about the details about your case.
Dick : at 22:33:10
Automatically determine there was a violation and apply an enforcement action (e.g. require a member to
change an inappropriate Gamertag)
Josh: at 22:33:40
I perfectly understand how this can be concerning to you, Dick. As much as I would like to be able to
address your inquiries, my information and scope for this case is limited and the right department that can
best assist you with this would be the Xbox Live Enforcement team.
Josh: at 22:33:57
You just need to contact our Xbox Live Enforcement Team to appeal to them your case. They will then
reply to you directly. You just need to post a new thread on their forum site. Rest assured, all new posts are
answered by the Xbox Live Enforcement Team so you are guaranteed that your inquiry will be answered.
Dick : at 22:34:51
You are giving me the run around. This is the xbox live support system. I am having an issue with xbox live.
Why can you not help me resolve this
Dick : at 22:36:15
on the enforcement.xbox.com website I do not see any "contact us" option
Josh: at 22:40:23
If only I can have access to the details, Dick, as to the Force Name Change (FNC), I would provide it to
you in a heartbeat. Apparently, this is being handled by the Xbox Live Enforcement Team and they are the
only ones that can impose or append this decision. As to the reason for the decision, that is also only
available to our Xbox Live Enforcement Team.
Josh: at 22:40:50
The Xbox Live Enforcement Team can be reached through the forums link.
Josh: at 22:40:53
Let me give you the direct link for their site.
Josh: at 22:40:59
http://forums.xbox.com/xbox_forums/xbox_support/f/41.aspx
Josh: at 22:41:05
You need to be signed in to an account to be able to post a thread.
Josh: at 22:42:42
On our department, we may be able to assist you if you need help with changing the gamertag. The first time
that you change your gamertag, there’s no charge. However, there will be a small charge of $9.99 for all
subsequent changes. You may refer to this link for the steps.
Josh: at 22:42:52
Change your gamertag on your Xbox One console
Dick : at 22:44:55
and that is my second concern. at first Xbox assigned me a gamertag. I was then allowed to change it once
to LolPaulWalker. Now Xbox has assigned me a new name just like when logging in the first time. Why can
I not change the name now without charge
Dick : at 22:46:01
So what your telling me is there is no real support. this Xbox Live Enforcement Team is a made up name and
xbox provides a forum for users to chat in but no real support I can contact directly to resolve my issue?
Josh: at 22:47:57
The forums site that I gave you, Dick, is actually being run by the Xbox Live Enforcement Team. I was able
2/13/2014 about:blank
about:blank 4/5
to post a thread regarding my case before and I got a reply from an Xbox Live Enforcement Team specialist
within the same day that I posted the thread.
Dick : at 22:47:50
also your link was to xbox360 support I am on xbox one
Josh: at 22:50:27
Supposedly, all decisions that are made by the Xbox Live Enforcement Team are based on their own
investigations and some feedbacks from other gamers. The decision will then be emailed to your Xbox Live
account email address with the explanation as to why the decision was implemented.
Josh: at 22:51:10
If you have any questions or would like to appeal your case, you may reply to the email or post a thread on
the forums site to be able to coordinate with the Xbox Live Enforcement Team directly.
Dick : at 22:51:19
OOOOOOOOKKKKKKKKKKAAAAAYYYYYYY......
Josh: at 22:51:58
If you think that we can improve on one aspect of our products, we'd love to hear that from you.
Josh: at 22:52:07
You may click on this link if you wish to send a feedback to Xbox
Dick : at 22:52:01
MMMMkay
Dick : at 22:52:27
Great another thread to post in
Josh: at 22:58:45
I perfectly understand how you must be concerned as to why your gamertag was forced change, Dick. As
much as I would like to be able to provide you with details regarding this case, this is being handled
specifically by our Xbox Live Enforcement team. They are the only ones who have access and can view the
details & specifics of this case.
Josh: at 22:58:45
You just need to contact our Xbox Live Enforcement Team to appeal to them your case. They will then
reply to you directly. You just need to post a new thread on their forum site. Rest assured, all new posts are
answered by the Xbox Live Enforcement Team so you are guaranteed that your inquiry will be answered.
Josh: at 22:58:55
Xbox One Account & Console Enforcement Actions
Josh: at 22:59:56
Thank you for giving me the opportunity to assist you with your concern. I do appreciate your time and
cooperation.
Josh: at 22:59:56
If you have any other concerns in the future, feel free to contact us back anytime.
Josh: at 22:59:56
Chat support is always open 24/7 for you. You may also call us at 1800-4-MYXBOX.
Josh: at 22:59:56
Keep safe and stay awesome!
Dick : at 22:59:57
lolU2
info: at 23:00:56
Chat session has been ended by the agent.
2/13/2014 about:blank
about:blank 5/5
system: at 23:00:55
Chat already ended
