Xbox Incredibly useless and heartless customer service

The Xbox company is incredibly non responsive.  I knew that I really did not want my nephew to get an xbox one because of all of the security issues regarding his xbox 360.  They love to claim that they are looking out for my account security, but they have no problem constantly accessing my credit card or my sister's to pay for my nephew's xbox live account.  We don't have to verify anything when they want our money.

Currently the Xbox official chat that is supposed to help me access my nephew's account is down with no notification of when it will be back up.  The non employee volunteer ambassadors that they put on chat are understaffed with no real ability to help regarding password and authentication issues.

When I got on the phone, I was told that I can get a call back in no less than 3 hours regarding support.  My choice was either that or wait more than 3 hours for my turn on the phone.

This is absolutely heartless.  These are people who seem to be incapable of understanding that people change IP servers, and when they do, they may not be able to get access to their old email addresses.  When people are willing to pay over 500 dollars, they do not need to have sad children because of their fake concern over security.  There were way too many ways to verify my account, my sisters, or my nephews, especially with our many credit card payments, for them to keep us locked out like this on such an important day.

This company just makes me sick.  I will never be able to forgive them for this.  I will make sure that my nephew understands that this is the last xbox anything that he should ever ask for again.