Peter Burgess dialog
Skype Microsoft

Text of chat conversations related to the hacking / scamming incident on the peterburgessnyc Skype account ... December 2016

Burgess COMMENTARY

Peter Burgess

[3:04:50 PM] Peter Burgess: You there? [3:05:47 PM] Claudia Freed: Sort of....my body is here but my mind is engaged in meeting a deadline. May I reach back in about 30 minutes? Don't freeze! [3:06:25 PM] Peter Burgess: how are you? [3:11:21 PM] Claudia Freed: stressssed and cold but alive. [3:11:34 PM] Peter Burgess: You can do me a favor? [3:11:46 PM] Claudia Freed: Absolutely. Just ask. [3:12:23 PM] Peter Burgess: there is store or supermarket near you? Contact us Agent Photo Joel F. Microsoft Answer Tech End chat Hi, thanks for visiting Skype! I'm Joel F.. 10:42 am Joel F. How may I help you today? 10:42 am Me I had a Skype account some time ago ... peterburgessnyc ... that was hacked. it was closed and not used by me any more. In the last few days 2 of my friends have been contacted asking for money to be put on an Apple Card. One of them recognized this was NOT me ... the other one did not. What can be done? 10:44 am Joel F. I see, sorry to hear that from you. Let me give you the information needed to stop these action. 10:45 am Joel F. By the way, in case we get disconnected, simply click on the Chat Support Link and you will be reconnected to us in no time: https://partner.support.services.microsoft.com/en-us/contact/chat/50/?visitId=a64f9794-bf34-412b-bd3c-337c8e1b8a9a&rejoin=true&unauth=true 10:45 am Joel F. Also, please take note of the service request number of our chat session as well: 1367257782 10:45 am Joel F. And for these action to be stop. You will just need to report the account as abusive and doing inappropriate action. If the account reached 5 reports, that account will be automatically blocked. 10:46 am Joel F. Also, if our system detects any unusual activities on that account, that account will be permanently restricted and must recover the account by verifiying the account. 10:46 am Joel F. But if you still can access that account, I would suggest if you would have it close for the account not to be accessible anymore. 10:47 am Me Your last point ... I thought the peterburgessnyc account was closed ... 10:48 am Joel F. Okay, may I know when did you request for that account to be closed? 10:49 am Me It was several months ago ... and it is fairly clear to me that it never actually got closed, but was merely not accessible to me, the rightful owner 10:50 am Me Among other things I tried to report the problem at the Microsoft offices in New YOrk near the Port Authority building and was essentially removed from the building lobby by the security firm that controls the building .... 10:51 am Me At the time I could not find an electronic way to contact Skype / Microsoft 10:53 am Me I think this was because the hacker changed my password and then I had no access to Skype ... 10:54 am Joel F. Okay, here is what we will need to do then. 10:55 am Me I really appreciate your help ... thanks 10:55 am Joel F. If your friends still have the messages received regarding the money asking for the money, please ask them the screenshot of those messages came from Skype. 10:56 am Joel F. Once we have that screenshot from you, we will do a further investigation and treat it as harassment case and take a necessary action against the account. 10:56 am Me I have this from one of my friends: 10:57 am Me [3:04:50 PM] Peter Burgess: You there? [3:05:47 PM] Claudia Freed: Sort of....my body is here but my mind is engaged in meeting a deadline. May I reach back in about 30 minutes? Don't freeze! [3:06:25 PM] Peter Burgess: how are you? [3:11:21 PM] Claudia Freed: stressssed and cold but alive. [3:11:34 PM] Peter Burgess: You can do me a favor? [3:11:46 PM] Claudia Freed: Absolutely. Just ask. [3:12:23 PM] Peter Burgess: there is store or supermarket near you? [3:12:38 PM] Claudia Freed: now I know you are kdding me... [3:13:08 PM] Peter Burgess: No [3:13:22 PM] Claudia Freed: yes, there is a store across the street [3:13:41 PM] Peter Burgess: You can go to store buy itunes gift card for me? [3:14:00 PM] Claudia Freed: no 10:57 am Joel F. Great, we will have this conversation then to be change into email. 10:58 am Joel F. And I will ask you to send me the screenshot of those conversation as an attachment to your reply. 10:58 am Joel F. Once we have the screenshot from you, we will do a further investigation and have the account to be fully restricted from Skype. 10:59 am Joel F. May I know your email address please? 10:59 am Me peterbnyc@gmail.com 10:59 am Joel F. Alright, thank you for that. For me to send an email from you, I will send you first a code to your email address as part of verification process. Once you receive it, please provide it back to me. 11:00 am Me Exactly what is the screenshot that you are looking for ... 11:00 am Me What I sent you was a cut and paste of the Skype text incoming to my friend Claudia Freed ... is this enough? 11:01 am Joel F. I just need the actual footage of the conversation from your friend and that compromised account. And also the screenshot of the profile of the reported account so that we can compare it on our end. The more screenshot that you can send to me will be much easier. 11:01 am Joel F. Well, our investigation team will require to have the actual screenshot of the messages from Skype. 11:02 am Joel F. Meaning, it should be came from her account and the messages are showing that it came from Skype messenger app. 11:02 am Joel F. Do you have any concerns that you want to ask before we end our chat and continue it through email? 11:04 am Me Just want to say that I really appreciate your help ... but it was not really easy to find you !!!!!!!!! Will continue by email 11:05 am Joel F. Yes please. But for me to make sure that you receive my email, did you receive the code that I sent you to your email? 11:06 am Joel F. If you have it, please provide it back to me. 11:06 am Me Not yet ... I have been checking ... 11:06 am Joel F. Okay, your preferred email is peterbnyc@gmail.com' am I right? 11:08 am Me yes 11:08 am Joel F. Okay, let me resend the code. please check it once again. 11:08 am Me Now I have 2 messages ... this is the code from the second 11:09 am Me 75568922 11:09 am Joel F. Alright, thank you for that. I was successfully verified your email. 11:09 am Joel F. Please expect an email from me within 15 to 30 minutes after our chat. 11:10 am Joel F. Is there anything else that I can help you with aside from this issue? 11:10 am Me and now I have 3 messages 11:10 am Joel F. Oh, it is because I have tried to send you a code 3 time. But all is fine now. 11:10 am Me If we ... you (Microsoft) can sort out this matter, I will be very grateful ... Peter Burgess (the real me) 11:11 am Joel F. Rest assure that we will do our best to stop this action and keep your security safe with us. 11:12 am Joel F. Once again, my name is Joel. Thank you for chatting with me today and giving me the chance to help you. Goodbye and happy holidays! 11:12 am System Chat has ended. 11:12 am

 Contact us Agent Photo Marnelie V. Microsoft Answer Tech End chat

Marnelie V. Hi, thanks for visiting Skype! I'm Marnelie V.. 2:39 pm Marnelie V. If incase we got disconnected, simply click on the Chat Support Link and you will be reconnected to us in no time.https://partner.support.services.microsoft.com/en-us/contact/chat/50/?visitId=182b1b46-feb5-4dce-b76a-4bf6cf83e877&rejoin=true&unauth=true With that being said, how may I help you? 2:39 pm Me This is follow up to yesterday SRX1367257782ID 2:39 pm Marnelie V. Hello Peter, 2:41 pm Marnelie V. Let me check that SR number for you 2:41 pm Me Another of my friends has been scammed as a result of the old Skype account ... any progress on completely disabling this 2:41 pm Marnelie V. I do understand that, Peter. let me review the SR number for you. 2:42 pm Marnelie V. Please give me a moment. 2:42 pm Marnelie V. Thank you for waiting, I can see here that the previous agent asked for the screenshots and you replied already. 2:44 pm Marnelie V. There is nothing to worry, I will own this case for you 2:45 pm Me I have just sent more material from Chris Macrae who has been scammed this morning ... this is copy of the text dialog ... I have not been able to explain how to get a screen shot sent to you 2:46 pm Me this is copy s/b it was a copy 2:46 pm Marnelie V. Thank you Peter, I've already forwarded this SR number to the care of the specialist for further investigation. 2:48 pm Marnelie V. Rest assure that I will send you an update about this. 2:49 pm Marnelie V. Okay? 2:49 pm Me Thanks ... 2:49 pm Me Quick question? 2:49 pm Marnelie V. I will check it from time to time for you, Peter 2:49 pm Marnelie V. sure 2:49 pm Me Is it possible to find out if any other hacks have been done ... the ones we know about are people who are regularly in touch with me ... there are thousands of people who are likely to be 'connected' to me via email and skype histories??? 2:50 pm Marnelie V. Just want to confirm, do you mean your account has been accessed by someone and used for scamming, is that correct? 2:53 pm Marnelie V. Pardon me for asking but I just want to ask if we're still connected? 2:58 pm Me I had a Skype account peterburgessnyc ... it was hacked and I was no longer able to use the account ... I was locked out ... I reported this to Microsoft and thought that that was the end of that and since then have used a new Skype account peterbinbushkill. About 10 days ago a friend was contacted by the old account (which still has all my profile stuff) and asked for money to be put on a gift card ... she knows me well enough to know this was unlike me and contacted me without paying up ... since then 2 others have been asked for gift card money and they have paid up following instructions from the fake me ... they are using a wrong email contact which is NOT ME ... peter201611@hotmail.com 2:59 pm Me So yes ... I am still here !!!!!!!!! 2:59 pm Me I worry that there might be a lot of others who are falling for the scam without having a good contact for me ... in fact one friend thought he had told me because he had emailed me using the scam email as above ... 3:01 pm Marnelie V. I do understand that, thank you for clarification Peter. 3:02 pm Marnelie V. Rest assure that our specialist are already investigating the case and I will be the one will update you about the issue. 3:03 pm Marnelie V. Is that okay with you 3:03 pm Marnelie V. ? 3:03 pm Me Yes thanks ... Joel was very helpful yesterday ... and you are following in the same mode ... the deep challenge is to figure out how to stop this scam in its tracks before any more damage is done ... THANKS and BYE ... Peter 3:05 pm Marnelie V. Thank you for your extended patience and understanding on this Peter, It's my pleasure to help, I can feel you on this issue. 3:06 pm Marnelie V. Before we end our chat, I just want to confirm if I have provided you enough information? 3:06 pm Me Progress is good ... but the end goal is to win!!!! BYE 3:07 pm Marnelie V. Thank you very much and take a lot of care. Again this is Marnelie. Thank you for contacting Skype, it is my pleasure to assist you. Cheers!!! Have a good day, bye for now. :-) 3:07 pm

Very helpful ... good progress BUT in the end it will depend on whether or not Microsoft / Skype can solve the scam problem associated with my old account ... politeness is good ... but results also matter ... and in the past Microsoft results have always been good for Microsoft but less good for ME a small customer!

This is very interesting ... my friends are getting hacked courtesy of a Skype scam ... and a few days after me reporting the events the Skype / Microsoft organization seems to have done absolutely nothing ... absolutely appalling ... Peter Burgess 5:30 pm

Agent Photo Giovanni G. Microsoft Answer Tech End chat Giovanni G. Hi, thanks for visiting Skype! I'm Giovanni G.. 5:20 pm Giovanni G. How are you today? 5:20 pm Me I have just spent about 4 hours chatting with one of your colleagues ... but lost the chat because I accidentally closed my window ... I was being talked through a Microsoft sequence that seemed to be very different as I see it and what you understand .... 5:22 pm Giovanni G. oh I see. 5:22 pm Me You cannot appreciate how angry and annoyed I am 5:22 pm Giovanni G. Please go on 5:22 pm Me Please ... as a start please find the old conversation' 5:22 pm Giovanni G. I totally hear you 5:24 pm Giovanni G. My only mean here is to help you Peter 5:24 pm Giovanni G. can I have the reference number that was given to you from your previous chat? 5:24 pm Me The case # is SRX1367257782ID 5:24 pm Me There are three chats over the last few days ... 5:25 pm Giovanni G. Thank you 5:25 pm Me I have the text from the first 2, but not the text from this last one 5:25 pm Me As a starting point can you get me the text of this last conversation, please 5:26 pm Giovanni G. I will do my utmost will here to help you 5:26 pm Giovanni G. Peter, I would like to let you know that we are having an ongoing system maintenance update. Because of this, we are unable to assist you on your account related concern. Should you have general questions and technical concerns, I'll be more than to go above and beyond making sure that you get the assistance that you will be needing. 5:27 pm Giovanni G. No worries this system update will only take 2-3 hours 5:27 pm Giovanni G. so please contact us back thank you 5:27 pm Me

Hi, thanks for visiting Skype! I'm Giovanni G.. 5:20 pm Giovanni G. How are you today? 5:20 pm Me I have just spent about 4 hours chatting with one of your colleagues ... but lost the chat because I accidentally closed my window ... I was being talked through a Microsoft sequence that seemed to be very different as I see it and what you understand .... 5:22 pm Giovanni G. oh I see. 5:22 pm Me You cannot appreciate how angry and annoyed I am 5:22 pm Giovanni G. Please go on 5:22 pm Me Please ... as a start please find the old conversation' 5:22 pm Giovanni G. I totally hear you 5:24 pm Giovanni G. My only mean here is to help you Peter 5:24 pm Giovanni G. can I have the reference number that was given to you from your previous chat? 5:24 pm Me The case # is SRX1367257782ID 5:24 pm Me There are three chats over the last few days ... 5:25 pm Giovanni G. Thank you 5:25 pm Me I have the text from the first 2, but not the text from this last one 5:25 pm Me As a starting point can you get me the text of this last conversation, please 5:26 pm Giovanni G. I will do my utmost will here to help you 5:26 pm Giovanni G. Peter, I would like to let you know that we are having an ongoing system maintenance update. Because of this, we are unable to assist you on your account related concern. Should you have general questions and technical concerns, I'll be more than to go above and beyond making sure that you get the assistance that you will be needing. 5:27 pm Giovanni G. No worries this system update will only take 2-3 hours 5:27 pm Giovanni G. so please contact us back thank you 5:27 pm Me This is very interesting ... my friends are getting hacked courtesy of a Skype scam ... and a few days after me reporting the events the Skype / Microsoft organization seems to have done absolutely nothing ... absolutely appalling ... Peter Burgess 5:30 pm Giovanni G. I understand 5:31 pm Giovanni G. I will definitely make sure that this get addressed 5:31 pm Giovanni G. I am also a customer like you Peter 5:31 pm Giovanni G. all I need here is your patience and full cooperation as we make sure that this get sorted out to you. 5:31 pm Giovanni G. Okay? 5:31 pm Me I have given my FULL COOPERATION three times ... and the offending Skype account is likely still active ... maybe it has been BLOCKED but not sure about that and certainly not DELETED. 5:33 pm Giovanni G. Thank you 5:33 pm Giovanni G. I will appreciate that if you contact us back after 2-3 hours 5:33 pm Giovanni G. so we can get to the bottom of this and get this resolve 5:33 pm Giovanni G. Don't worry everything is noted here as matter of fact I've created a ticket number for you, that will serve as your reference for our conversation today and as a proof that you contacted us with this matter. 5:34 pm Me Yesterday my friends were still seeing evidence of the hacked account ... I have not had access to this hacked account for several months ... but hackers are using it to scam people ... asking for real money 5:34 pm Giovanni G. This is the ticket number for your reference --- 1367616270 5:34 pm Giovanni G. I totally hear you 5:35 pm Me Are you in a position to get me the text / reference for the last chat ... which went on for about three hours 5:35 pm Giovanni G. https://support.skype.com/en/faq/FA10946/my-skype-account-has-been-restricted-blocked-or-hacked?q=hacked+account 5:35 pm Giovanni G. That is the helpful link for hacked accounts 5:35 pm Giovanni G. Please send that over to your friends 5:35 pm Giovanni G. and use it too 5:35 pm Me It is a link ... it is NOT a helpful link 5:36 pm Giovanni G. That will point you to the right direction to get this done 5:36 pm Giovanni G. I have 4 customers prior to you with same concern 5:36 pm Giovanni G. and that linked pretty well with them 5:36 pm Me Good for them ... NOT me 5:37 pm Giovanni G. I understand 5:37 pm Giovanni G. so what is our goal here 5:37 pm Giovanni G. ? 5:37 pm Me to get this skype account blocked and deleted ... peterburgessnyc 5:38 pm Me All of the history of your effort to do this is in the texts of previous chats 5:39 pm Giovanni G. I understand 5:39 pm Giovanni G. in order for me to do that 5:39 pm Giovanni G. I will be needing to send a code to you 5:39 pm Giovanni G. which I cannot do now 5:39 pm Giovanni G. since there is a system update 5:39 pm Me OK please get back to me when your system is working 5:39 pm Giovanni G. Thank you so much 5:40 pm Giovanni G. Thanks for the kind understanding 5:40 pm Giovanni G. please keep this ticket number 1367616270 5:40 pm Giovanni G. and the previous one that was given to you 5:40 pm Giovanni G. , please click this link below so you will be reconnected back to us in no time. 5:41 pm Giovanni G. https://partner.support.services.microsoft.com/en-us/contact/chat/50/?visitId=0299f543-b7a2-43a0-8743-d42254dfefa9&rejoin=true&unauth=true 5:41 pm Giovanni G. So outside this matter is there anything else? 5:41 pm

I cannot believe the company's cavalier attitude to hacking and protection ... the system that is in place is really bad from a user perspective though I am sure it is very cost effective from the company point of view ... totally disgusted ... Peter Burgess >hr>

 Contact us Agent Photo Kathleen C. Microsoft Answer Tech End chat Kathleen C. Hi, thanks for visiting Skype! I'm Kathleen C.. 8:05 pm Kathleen C. We would like to inform you that Skype is currently having a system update and maintenance. Because of this we are unable to assist you on your account related concern. Our system is currently down and we are not able to access it. 8:06 pm Kathleen C. Should you have general questions and technical concerns, I'll be more than happy to go above and beyond making sure that you get the assistance that you will be needing. 8:06 pm Kathleen C. With that being said, how can I help you today? 8:06 pm Me SRX1367257782ID ... this is a case number about a hacking incident ... I am trying to get the state of this so that the scamming can stop !!!!!! 8:07 pm Kathleen C. Hello Peter! 8:07 pm Kathleen C. Let me check your SR number and I'm sorry to hear about the experience 8:08 pm Kathleen C. About your request, the representative who's handling your case was able to process it. 8:08 pm Kathleen C. The account you are reporting has been restricted already based on the last email sent to you. 8:09 pm Kathleen C. Have you received it? 8:09 pm Me In a telephone call with a Microsoft person he told me that an email has been sent to me ... it has not arrived in my inbox nor is it in my spam file 8:10 pm Kathleen C. I see 8:10 pm Me The telephone call got aborted at the Microsoft end and I have not been able to get back to it 8:10 pm Kathleen C. I will request to resend the email through our support team 8:11 pm Me In a previous chat we were trying also to DELETE the hacked account rather than simply to BLOCK it ... we were not making any progress on this ... 8:11 pm Kathleen C. So you can get the response from Marnelie V 8:11 pm Me Thanks ... BUT 8:12 pm Kathleen C. You will receive the email within 1 to 2 hours. 8:13 pm Me I will be looking out for it 8:13 pm Me BUT ... why is it that something that should take 10 minutes or so has taken almost 10 hours of chatting and going around in circles ... 8:14 pm Me As individuals you are probably doing your best ... but as a corporate system it is appalling and the company should be ashamed of itself 8:15 pm Kathleen C. I'm sorry if this took long to resolve. 8:15 pm Kathleen C. Rest assured that all of your feedbacks will be noted. 8:15 pm Kathleen C. You can also note this SR 1367629207 as a proof that you've made a follow up 8:15 pm Kathleen C. I've forwarded your previous case so we can resend the email. 8:16 pm In a previous chat we were trying also to DELETE the hacked account rather than simply to BLOCK it ... we were not making any progress on this ... 8:11 pm Kathleen C. So you can get the response from Marnelie V 8:11 pm Me Thanks ... BUT 8:12 pm Kathleen C. You will receive the email within 1 to 2 hours. 8:13 pm Me I will be looking out for it 8:13 pm Me BUT ... why is it that something that should take 10 minutes or so has taken almost 10 hours of chatting and going around in circles ... 8:14 pm Me As individuals you are probably doing your best ... but as a corporate system it is appalling and the company should be ashamed of itself 8:15 pm Kathleen C. I'm sorry if this took long to resolve. 8:15 pm Kathleen C. Rest assured that all of your feedbacks will be noted. 8:15 pm Kathleen C. You can also note this SR 1367629207 as a proof that you've made a follow up 8:15 pm Kathleen C. I've forwarded your previous case so we can resend the email. 8:16 pm Me Thanks ... but you should advise your management group that I will do all I can to shame the company into doing a better job for its customers ... as I said the individuals including you are doing good work but it seems on top of a system that is really pretty unresponsive ... and that's before the system went down this afternoon! Why would anyone use Microsoft as their tech supplier? 8:19 pm 8:19 pm Kathleen C. I totally understand why you feel this way Peter and I'm sorry for any inconvenience that this has cause you 8:20 pm Kathleen C. Outside of this concern, is there anything else I could possibly help you out with? 8:21 pm Me Not now ... thanks for your help and Happy Christmas 8:21 pm

Skype account was hacked ... having difficulty getting Skype Microsoft to address this problem ... the case # is SRX1367257782ID. Not sure who is responsible ... Skype of Microsoft but in the end it seems you could not give a damn about your customers.

We will temporarily suspend your account if: We notice unusual activity, for example markedly different usage of your Skype Credit or subscription, that suggests someone other than you might have taken control of it. You are disputing a payment (also called a chargeback), since this indicates that there is a problem with either your payment method or your account. There is a violation of Skype’s Terms of Use . Show more Hope that helped. If not, please feel free to re

Agent Photo Marnelie V. Microsoft Answer Tech End chat Marnelie V. Hi, thanks for visiting Skype! I'm Marnelie V.. 11:48 am Marnelie V. In case we get disconnected, simply click on the Chat Support Link and you will be reconnected to us in no time.https://partner.support.services.microsoft.com/en-us/contact/chat/50/?visitId=c6b361e4-3da4-4b84-ba2a-eef311321c55&rejoin=true How may I help? 11:49 am Me This is follow up for case # SRX1367257782ID 11:49 am  Contact us Agent Photo Marnelie V. Microsoft Answer Tech End chat Marnelie V. Hi, thanks for visiting Skype! I'm Marnelie V.. 11:48 am Marnelie V. In case we get disconnected, simply click on the Chat Support Link and you will be reconnected to us in no time.https://partner.support.services.microsoft.com/en-us/contact/chat/50/?visitId=c6b361e4-3da4-4b84-ba2a-eef311321c55&rejoin=true How may I help? 11:49 am Me This is follow up for case # SRX1367257782ID 11:49 am Marnelie V. Thank you for the SR number, Peter, let me check it for you. 11:51 am Marnelie V. Please wait. 11:51 am Marnelie V. Thank you for waiting Peter. 11:53 am Marnelie V. As I've checked on the SR number you provided, you contacted us because your old account was being accessed by someone and use to ask money on your contacts, am I correct? 11:53 am Marnelie V. Just want to make sure, were you able to receive email about this? 11:54 am Me Please take your time ...there are four multi-hour chats and I have explained the situation each time and still cannot get confirmation that the issue has been rescolved ... and NO ... I do not have an email from you regarding this and it is not in the spam folder either 11:55 am Me If you have sent an email ... please can you tell me which email address you have used and the content of the subject line 11:56 am Marnelie V. I do understand that, I know that the situation is quite troubling and I appreciate you calling out our attention. And if you could have remember me, I was the one who you had chatted yesterday. 11:57 am Me Great ... really happy to be back to the same person 11:58 am Marnelie V. I was able to sent you an email yesterday, I can see the email used was gmail. 11:58 am Marnelie V. Would that be okay if I will resend you the email? 11:59 am Me I searched for this email yesterday ... and again today and it still has not come. I got hung up with the system changes at Slype / Microsoft ' 12:00 pm Marnelie V. May I ask for your other email so I can send it to secondary email? 12:00 pm Marnelie V. No worries on that, Peter, it's my pleasure to help you on this obne. 12:00 pm Me Where was the earler email sent, please 12:01 pm Marnelie V. it was sent on your gmail Peter. 12:01 pm Marnelie V. I will just resend the email for you 12:01 pm Marnelie V. Would that be okay? 12:01 pm Me but what gmail? 12:01 pm Marnelie V. Oh sorry for that Peter, the exact email is not visible to us, for your security, what we can only see is that the email was sent to the gmail account. 12:02 pm Marnelie V. But, no worries, I will just send it again 12:03 pm Marnelie V. May you please confirm your email address again? 12:03 pm Me I appreciate this security step ... but it is something of a concern that efforts to send me an email to a gmail address failed several times yesterday ... 12:04 pm Me Can you send the message via Skype to my ongoing active Skype address peterbinbushkill 12:05 pm Marnelie V. I completely understand that, we're serious in protecting our users’ account security and we do have a process for it. Let me just resend the email, and if you have other email you wish to add, please do. 12:07 pm Marnelie V. Also, we can only send you via email Peter. 12:08 pm Me If email won't work ... could you please send a hard copy by FedEx or US overnight mail 12:08 pm Marnelie V. Peter, that's not possible, as we can only send updates via chat or email. 12:10 pm Marnelie V. Let me try to send it again. 12:11 pm Marnelie V. One moment please. 12:11 pm Me Frankly ... that is ridiculous but you are a very big and powerful company and I am only a little customer ... 12:11 pm Me ... and little customers have never counted in the Microsoft ecosystem ... 12:12 pm Me If I don't get it this time, please copy the text into this chat session ... 12:12 pm Marnelie V. Sad to hear that you feel the way, Peter, my only goal here is to help you to resolve the issue. 12:12 pm Marnelie V. Sure 12:12 pm Marnelie V. Let me summarize it for you 12:13 pm Marnelie V. By the way, would you please confirm to me your email address? 12:13 pm Me Please don't summarise ... give me the whole text 12:13 pm Me Why ... there are likely to be security issues !!!!! 12:13 pm Marnelie V. Peter, I just want to match the email we have here and the email you are checking. 12:14 pm Me ... and what about the security issue you raised earlier !!! 12:14 pm Me I thought you couldn't see the email address when I asked you where the email was actually sent .... 12:15 pm Marnelie V. Let me clarify for you Peter. 12:15 pm Marnelie V. As for the security of the account, the email address is not visible to us, however we have tools here that we can use to know if the email you will match on the email you will provide. 12:17 pm Me Thanks for this clarification ... but what is interesting is that your overall security architecture seems to be clunky ... to say the least 12:18 pm Me My gmail account is peterbnyc@gmail.com 12:19 pm Marnelie V. Thank you for the email 12:19 pm Marnelie V. I will send you an email now, please check 12:19 pm Marnelie V. Also check spam or junk mail. 12:20 pm Me OK OK GOOD GOOD ... an email from you has just come ... 12:20 pm Marnelie V. Awesome! 12:20 pm Me Have you any idea why this message did not come through earlier ... I was told around 5 pm yesterday that it had been sent multiple times .... 12:21 pm Marnelie V. In that case, Peter, it is possible that your email has restriction, or it could be the connection you are using. 12:22 pm Marnelie V. Is there anything else I can help you with Peter? 12:22 pm Me Well sort of ... 12:23 pm Me This message says that a skype account has been blocked ... I assume it is the correct account ... there is no reference in the email about which account has been blocked ... 12:25 pm Me The message suggests I tell my contacts about the hack ... how do I do that when I have been locked out of the now blocked account for many months 12:25 pm Me I wanted to know why this account was not blocked many months ago when I first reported the initial hacking incident 12:26 pm Me There is a question about BLOCK versus DELETE ... in an earlier chat the decisions was taken to DELETE the old hacked account ... that does not appear to have been done 12:27 pm Me I have asked about follow up with the Hotmail account that is doing the scam ... are you actively following up with that part of the crime 12:28 pm Marnelie V. Alright 12:29 pm Marnelie V. Let me clarify if you one by one. 12:30 pm Marnelie V. First, as I've review the conversation on the SR you provided, you mentioned the old Skype name that has been accessed by someone and used to scam your contacts. That Skype name is the one we block. 12:31 pm Marnelie V. Second, 12:31 pm Marnelie V. On the email we sent to you, you were asked to ask your contacts to also block and report that old Skype name on their end. That's an optional. We asked you that because you mentioned that you have new account created. 12:33 pm Marnelie V. Third, I do understand that you've contacted us several times and issue was not resolve that time, we are sorry for what happened. Moving forward, I assure you the old account can no longer accessed by the hacker and can no longer ask money on your contacts. 12:35 pm Marnelie V. Fourth, as you remember on our chat yesterday, I didn't mention about the deletion of the account, because you mentioned that 'I was no longer able to use the account', deletion of the account is a self help process meaning you have to sign in there. 12:37 pm Marnelie V. I just want to make sure Peter, have I addressed of your concern? 12:38 pm Me Thanks ... these are very thoughtful responses and much appreciated ... 12:39 pm Marnelie V. It's my pleasure to help you on this one Peter. 12:41 pm Me However, I would suggest that it is good practice in a message confirming that an action has been taken to actually identify the subject of the action ... I used to have high level corporate responsibility and I certainly would not have tolerated the sloppiness of the message ... but that is now the acceptable level of modern corporate organizations 12:41 pm Me With regard to BLOCKING versus DELETING ... one of the contacts had been jumping through hoops trying to do this ... and it could not be completed. I was told that the Skype Microsoft system was down ... raises questions about something 12:42 pm Marnelie V. Thank you for your patience on this one, and we will take note your feedback on this, 12:43 pm Me I did ask how I could get in touch with the old contacts from the blocked account to alert them ... I don't have this information ... but Skype and the hackers do ... 12:43 pm Marnelie V. There is nothing to worry about, Peter, blocking of contacts on your end is just an optional if you can still have access to them. 12:45 pm Marnelie V. One thing I can assure you, the old account that being used by the hacker is not permanently block on Skype and I assure that no one can no longer access it. 12:46 pm Me That's the point ... I don't have access to them as they were Skype contacts on the old Skype account ... only very few have been added into my new Skype account 12:46 pm Me Do you mean NOT permanently blocked or NOW permanently blocked? 12:47 pm Marnelie V. oh sorry... 12:47 pm Marnelie V. I mean, I mean the old account now permanently blocked 12:48 pm Marnelie V. Sorry, my bad. 12:48 pm Marnelie V. Before we end our chat, I just want to confirm if I have provided you enough information to resolve? 12:49 pm Me I did ask to get this old contact list so that I could be pro-active in contacting them about the potential for a scam ... that is still outstanding. 12:49 pm Marnelie V. I want to help you on that part, Peter, unfortunately, that option is not visible on us, unless you back up your file previously. 12:50 pm Marnelie V. you have*** 12:50 pm Marnelie V. Anything else? 12:50 pm Me You have been great ... but from what I am learning about your system, you are sitting on top of a systemic catastrophe and while I appreciate your efforts I think Skype and Microsoft are more profitable than they are good 12:51 pm Me All the best ... Happy Days ... and Good Luck 12:52 pm Marnelie V. Thank you for you utmost patience on this issue, and been my pleasure to be on chat with you. 12:53 pm Marnelie V. Thank you very much and take a lot of care. Again this is Marnelie. Thank you for contacting Skype, it is my pleasure to assist you. 12:53 pm Me If you were in the neighborhood, I would ask to have a cup of coffee together to celebrate. Thanks for your efforts and help ... all the best again ... Peter Marnelie V. Oh, cheers on that Peter! 12:55 pm Me Bye 12:55 pm Marnelie V. Have a marvelous day! 12:55 pm Marnelie V. Bye 12:55 pm

The person helping me really did his/her best ... but the process was like pulling teeth ... and it took hours rather than minutes to do something that should have been pretty simple. And some important questions remain unresolved and apparently no way to sort them out. Skype Microsoft may be a good profit machine, but its customer facing interface for small customers is pretty clunky ... but who really cares at Microsoft? Its impossible to get the attention of management level folk ... and in the end this will derail the company.