After my experience with XBL and Microsoft support I'd say they are anything but reliable
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Yeah, that kinda happens when you're a dick over email/phone
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I wasn't -.-
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See, I've had the complete reverse. I lost an account because of the whole Hotmail sending your password to your old cell phone. The lady (Mariah) helped me for days, even when I didn't care anymore she got me the account back. Maybe just random chance