Microsoft's security is typically top-notch, but recent, shady activity on Xbox 360 has left a certain group of gamers cold and with limited access to their accounts. Xbox.com describes unauthorized access as "the use of your Xbox LIVE account without your knowledge and consent," and it's a growing concern for some subscribers. Victims of security exploitation and phishing scams could find their accounts migrated to another country, their password changed, and their Microsoft points spent -- and there's not much they can do about it.

As it turns out, this isn't the worst part of the problem. We received numerous notes from fine IGN readers who noticed an out-of-place pattern with customer support solutions: users weren't getting help. We explored the

Xbox.com support forum

and found a veritable mob of raging victims with

horror stories

justifiable complaints

The+ball+is+like+your+account,+and+this+is+the+jerkoff+who+stole+it.

, and unresolved problems after months of waiting . It gets worse. An upset user created a Tumblr blog simply called Hacked on Xbox tumblr to share her nightmarish experience with Microsoft's security, customer service, and unauthorized access. In her crazy case, the blogger even stumbled upon and spoke to the Gamertag her stolen money had been funnelled into. It was stolen, too, and sold via online auction. This is an out of control case, and she's still waiting for a solution.So what's Microsoft doing about it?When an account is compromised and you call Microsoft customer support, the estimated time for resolution is around 25 days. "The goal would be days, if not hours," says Stephen Toulouse, Xbox Live Director of Policy and Enforcement. For the most part, he explains, that's how it plays out. Problems pour in through Xbox support and they're resolved quite quickly. Those waiting an unreasonable amount of time represent "a tiny fraction of the millions of people coming through Xbox Live every month." He qualifies this by saying instances of long-term problems with customer service "should not happen."It does, though, and we can't always help ourselves from getting there. You might find yourself in a bind not necessarily if you own FIFA 12, but because of it. EA's soccer sim allows hackers to launder real-world money by way of the in-game economy. They dig their way into your account using a stolen password, which compromises your account. Your account may be migrated to another country, and recovering it is a bit of a hassle. Now you not only need to wait for Microsoft customer support to investigate your case, but to move the account (and all the licensed content) back to its country of origin. "The original goal...was that [changing regions] wouldn't be used very often," says Toulouse. Those who do it frequently, deliberately or otherwise, have to pay the price.This isn't the only way accounts are broken into, but it caused quite a stir when the problem arose late last year. We're still seeing and hearing from users suffering unauthorized access problems. Customer support has compensated victims of such crimes with one-month Xbox Live tokens, but the running consensus within the Xbox.com community is that stolen money is gone and Microsoft Points are only occasionally refunded. Your mileage may vary.Toulouse is confident in Microsoft's ability to enforce security and protect its users, but he's also aware that customer support is an imperfect system. He's genuinely passionate about improving security and assisting the affected, and that's the first step in solving these issues altogether. With the FIFA 12 exploit still hurting the Xbox Live user-base, regardless of how small the number, Microsoft can more easily identify other games primed for criminal targeting. "Security is a journey, not a destination. We do have to get better at doing it," he says. "It's on us to keep security on the forefront and to improve it...and we've been getting better."In turn, stronger defense means fewer interactions with customer service at all. Until then, we're stuck in whatever limbo support leaves us in while waiting for resolutions. Changing your password, avoiding unscrupulous emails, and keeping a sharp eye on your account couldn't hurt in the meantime.