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article imageMicrosoft issues apology for Xbox Live ban, blames software issue

By Andrew Moran     Sep 26, 2011 in Technology
Redmond - Head of Policy and Enforcement team for Xbox Live, Stephen Toulouse, issued an apology via a blog post after an unconfirmed number of users were mistakenly banned. Microsoft cited a software glitch and will remunerate the affected users.
Between Aug. 29 and Sept. 9, an unconfirmed number of Xbox Live accounts were banned from the service without being provided an explanation. Microsoft uses certain software features that assist them in this action. However, glitches did occur and now the company has apologized.
In a blog post on Major Nelson, head of the Policy and Enforcement team for Xbox Live, Stephen Toulouse (Stepto on Xbox Live), issued an apology to the “very small percentage affected” users and noted that an investigation will take place to understand what exactly went wrong.
“I’d like to take a moment to personally apologize for the inconvenience this has almost certainly caused to the affected customers,” wrote Toulouse. “You have my assurance that we are investigating how this error occurred and have since discontinued use of the software that was used.”
The representatives will now reverse the bans during that window and will also remunerate users. They will receive three free months of Xbox Live Gold and a credit of 1,600 Microsoft Points (a $20 value).
“Since we know exactly who is affected, those customers do not need to take any action. Everything will be applied automatically,” added Toulouse. “No keys or tokens to redeem, no other action to be taken.”
This isn’t the first time that Microsoft has been criticized for its ban. TG Daily notes that a user lost his account after he wrote “Fort Gay, WV” as his public location, which was actually his real hometown. A mentally challenged individual also was banned after the child unknowingly downloaded illegitimate gamerscore-growing cheats.
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