Months after Xbox Live users began complaining of hacked accounts, Microsoft has acknowledged that the service's support staff is at fault, victims of pretexting calls by identity thieves.
Reports of account theft on Xbox Live have been making the rounds of its member forums since at least December. But Microsoft responded only after noted security researcher -- Kevin Finisterre of Month of Apple Bugs fame -- last week went public about how his account was hijacked.
As recently as last week, the company was saying only that it had "found no evidence" of a data breach and that any thefts had occurred could be blamed on users giving out personal information.
That assertion changed yesterday. "A security researcher, Kevin Finisterre, discovered not a hack, but the fact that some accounts may have been compromised as a result of 'social engineering,' also known as 'pretexting,' through our support centre," says Larry Hryb, director of programming at Xbox Live, in a blog entry. "Once I realised what he was talking about -- he sent me some painful-to-listen-to audio files -- I confirmed that the team is fully aware of this issue. They are examining the policies and have already begun retraining the support staff and partners to help make sure we reduce this type of social engineering attack.
"There's no other way to say it; this situation shouldn't have happened. Our customers deserve better," Hryb added.
Although most users who posted comments to Hryb's blog entry were appreciative of the mea culpa, some were pessimistic about the chances that support would actually improve. "No surprise here. We've been telling you from Day One that Xbox/Xbox Live support is a joke," wrote someone identified as TH3Hammer. "You're right ... we DO deserve better, but I guarantee that it won't get better."
Many more users, worried about not only account theft but also the ease with which fraudsters were able to get support representatives to spill personal information, urged Microsoft to untangle credit card accounts from Xbox Live. "It would help if we could remove our credit card information after we've used it instead of it being stored on the system (or even the console) forever just waiting to be pretexted," wrote Joergen8.